Job Summary:

The Individual & Family Plan Customer Experience & Engagement Manager will report directly to the IFP Chief Operations Officer and will be responsible for governing the end-to-end customer experience and engagements, associated customer journeys and roadmaps, and leading execution of delivery of associated solutions. This individual will work in collaboration with IFP leaders and matrix partners to increase customer satisfaction and loyalty to support IFP's profitable growth and acquisition. This individual will work in conjunction with IFP leaders, enterprise partners, and external suppliers and stakeholders to design and execute customer experience solutions and customer engagement strategies.

Core Responsibilities:

• Governs and influences the end-to-end customer experience and engagement strategy, ensuring a positive customer experience from sales to service.
• Develops multi-year customer engagement roadmap outlining key capabilities and enabling platforms required to deliver on our customer engagement strategy and champions and leads their execution and delivery
• Over time, will lead a small team to support customer experience engagement.
• Increase customer satisfaction, engagement and profitable acquisition and retention by acting as a liaison with internal teams such as market performance, population health, product development, operations, marketing, digital, IT, sales etc. and external partners to ensure that gaps in the customer experience are plugged.
• Develops and implements tools and processes or leverages existing solutions to capture and act on actionable customer insights e.g., CSAT and/or NPS surveys, QRS survey findings, other listening posts, personas, customer profiles and segmentation, journey mapping, etc.
• Identify metrics to track and ensure those metrics are linked to business outcomes
• Centralize, analyze, and synthesize data and drive initiatives that add immediate and long-term value for our customers and our business objectives
• Identify customer pain points, productize solutions to ensure customer success, and extend the lifetime value of the customer.
• Leads execution of customer retention and renewal strategies created by the IFP Growth and Market Performance teams.
• Share the insights from the customer understanding tools throughout the organization
• Educate the rest of the organization about the customer and the customer experience
• Develop and/or collaborate on strategies to achieve the desired and intended customer experience and business outcomes
• Proactively seeks industry best practices and trends that are relevant and applicable to IFP customers.

Minimum Requirements:

• Minimum of 7 years' proven relevant work experiencein healthcare insurance plan customer experience and engagement strategy development and execution,
• Bachelor's Degree in Business, Marketing or Communication preferred.
• Demonstrated ability to lead (both leadership of a direct team and across the organization)
• Healthcare background required and ACA healthcare marketplace experience preferred. Must have a working knowledge of the ecosystem of enrollment, benefits, provider networks, eligibility, claims, and customer service.
• Expert in operations, customer engagement and communication.
• Proven influencer and collaborator, working through others, and building relationships within the organization. Effectively maximize key relationships to create synergies, alliances and opportunities.
• Strong communication and information sharing skills (oral and written). Excellent presentation skills that encompass clear, compelling communications.
• Highly skilled in working in a complex environment with tight deadlinesStart-up experience or experience pivoting strategy at various stages of a product lifecycle.

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.

For this position, we anticipate offering an annual salary of 99,500 - 165,900 USD / yearly, depending on relevant factors, including experience and geographic location.

This role is also anticipated to be eligible to participate in an annual bonus plan.

We want you to be healthy, balanced, and feel secure. That's why you'll enjoy a comprehensive range of benefits, with a focus on supporting your whole health. Starting on day one of your employment, you'll be offered several health-related benefits including medical, vision, dental, and well-being and behavioral health programs. We also offer 401(k) with company match, company paid life insurance, tuition reimbursement, a minimum of 18 days of paid time off per year and paid holidays. For more details on our employee benefits programs, visit Life at Cigna .

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.