Senior Advisor - Evernorth Voice of Customer Programs

Cigna's mission is to improve the health, well-being, and peace of mind of those we serve by making health care simple, affordable, and predictable. Our Global Voice of Customer Programs are critical to enabling differentiated, data-informed customer experiences. As a Voice of the Customer (VoC) Senior Advisor for Evernorth Health Services, you'll lead VOC Insights for an assigned set of Evernorth lines of business, such as Care Solutions.

Primary Responsibilities

• Harmonize and manage Voice of Customer/Voice of Patient programs for assigned Evernorth businesses, either as a trusted advisor or as the program owner
• Deliver actionable, customer-centric insights that simultaneously improve Customer Experience (CX) and Evernorth's businesses
• Collaborate extensively across all levels of the organization and multiple functional areas to drive strategic business impact (insights to action)
• Share knowledge and best practices with colleagues in our Experience & Insights Center of Excellence (CoE) and across our global enterprise

Skills & Experience

The ideal candidate is a Voice of Customer (VoC) and Customer Experience (CX) thought leader who is able to navigate and build consensus in a matrixed organization. The candidate should have a personal reputation for being a strong, authentic leader and a collaborative, consultative business partner.

• Ideal candidates will offer:
  • Minimum 8 years of customer experience (CX) analytics
  • Minimum 5 years of analytics program development experience
  • Excellent communication and analytics presentation skills
  • Voice of Customer platform experience, such as Verint (including OpinionLab and Foresee Results), Qualtrics, Medallia, etc.
  • Experience with applying standard CX skill sets such as Journey Maps, Customer Research, VoC sources, and customer journey analytics alongside VoC results to drive actionable results

• Preferred:
  • Deep expertise in customer experience measurement strategy, including KPIs and omni-channel journey measurement
  • Experience in both quantitative and qualitative CX metrics, measurement, and analytics
  • Health services industry expertise, particularly for healthcare providers and/or pharmacy
  • Market research and/or user experience research experience, particularly expertise in advanced analytics methodologies
  • Tableau, PowerBI or other Business Intelligence (BI) system user experience

If you will be working at home occasionally or permanently, the internet connection must be obtained through a cable broadband or fiber optic internet service provider with speeds of at least 10Mbps download/5Mbps upload.

About Cigna

Cigna Corporation exists to improve lives. We are a global health service company dedicated to improving the health, well-being and peace of mind of those we serve. Together, with colleagues around the world, we aspire to transform health services, making them more affordable and accessible to millions. Through our unmatched expertise, bold action, fresh ideas and an unwavering commitment to patient-centered care, we are a force of health services innovation. When you work with us, or one of our subsidiaries, you'll enjoy meaningful career experiences that enrich people's lives. What difference will you make?

Qualified applicants will be considered without regard to race, color, age, disability, sex, childbirth (including pregnancy) or related medical conditions including but not limited to lactation, sexual orientation, gender identity or expression, veteran or military status, religion, national origin, ancestry, marital or familial status, genetic information, status with regard to public assistance, citizenship status or any other characteristic protected by applicable equal employment opportunity laws.

If you require reasonable accommodation in completing the online application process, please email: [email protected] for support. Do not email [email protected] for an update on your application or to provide your resume as you will not receive a response.

Cigna has a tobacco-free policy and reserves the right not to hire tobacco/nicotine users in states where that is legally permissible. Candidates in such states who use tobacco/nicotine will not be considered for employment unless they enter a qualifying smoking cessation program prior to the start of their employment. These states include: Alabama, Alaska, Arizona, Arkansas, Delaware, Florida, Georgia, Hawaii, Idaho, Iowa, Kansas, Maryland, Massachusetts, Michigan, Nebraska, Ohio, Pennsylvania, Texas, Utah, Vermont, and Washington State.