Director of Digital Customer Engagement Delivery Strategy & Self-Service Success

Director of Digital Customer Engagement Delivery Strategy & Self-Service Success

If you're a visionary leader with a strong background in customer engagement, digital strategy and operational excellence looking for an opportunity to champion, expand and realize the future state of successful, efficient, and effective customer engagement delivery at Cigna, we have a role for you.

Role Description:


* Stand up and lead a dynamic new team, playing a key role in defining and evolving our Customer Engagement delivery operating model.


* Implement quick wins and execute on a high-level roadmap toward an end-state in which we have automated the method by which enterprise customers are personally targeted for communication, ensured the interoperability between those communications and the tie-back digital experiences, and evolved our deployment of campaigns as pull-through journeys.


* Spearhead efforts to enable conversion uplift, increase speed to market, and ensure automation and scalability across the entirety of engagement delivery.


* Serve as a bridge between the customer data platform product, customer engagement strategy, analytics, and delivery teams to centralize business- and customer-driven advancements in campaigns.


* Develop and implement channel strategies (SMS, Push, Print, Email, etc.), voice of the customer insights, program performance monitoring and opportunities, AI driven efficiencies and improvements, and implementation of processes and tracking around QR codes, universal links, short codes, and trackable phone numbers to enable the teams' strategic experiments and communications launches.


* Create and socialize an operable strategy around process, change management, governance, and tech enablement required to operationalize self-service (i.e., enable teams to execute their own campaigns successfully via our new customer experience platform) at scale across the enterprise.


* Curate and lead a team of self-service customer success and account management professionals dedicated to driving business partner readiness, onboarding, adoption, and adherence early in a team's self-service journey, as well as supporting more mature teams with ongoing maintenance, governance and operational improvements.


* Build and nurture relationships with business leaders from throughout the organization, helping to connect all stakeholders in a highly functioning self-service ecosystem that drives value and ensures seamless customer experiences.

Via self-service, help to position digital as a key influencer in engagement strategy and delivery.



* Lead by example and show teams and team members what good looks like in the end-to-end delivery of channel communications.


* Obsess over details, craft and quality, while making sure to represent the needs of the business and the voice of the customer.


* Manage the priorities of stakeholders from different lines of business, partnering with them to drive a...