Managing Director, Insights & Experience

The Managing Director of Insights & Experience is responsible for creating a competitive advantage for The Cigna Group by delivering fact-based insights from all key constituencies (including customers, clients, producers, consultants, medical professionals, and employees) and driving a customer-centric culture.

This role combines the responsibilities of market research and customer experience to facilitate strategic and tactical decision-making, enhance customer loyalty, and drive profitable growth.

Reporting to the Chief Brand and Marketing Officer, this position will interface with business leaders globally to align strategies with corporate goals.

DUTIES AND RESPONSIBILITIES:


* Market Research and Insights:
+ Establish and maintain a Market Research plan grounded in the insights needs of the Segments and Functions, addressing ongoing information needs and handling non-planned custom research projects.
+ Lead the identification, development, and alignment of Market Research best practices and processes at The Cigna Group.
+ Identify and prioritize information gaps within The Cigna Group that can be filled with valid, reliable, and actionable Market Research information.
+ Maintain focus on actionable Market Research while eliminating non-essential research.
+ Delegate project responsibilities among team members and provide hands-on management of strategic Market Research projects.
+ Establish relationships and work directly with key Market Research consultants.


* Customer Experience Strategy:
+ Develop and lead the strategy and framework for The Cigna Group's Customer journey globally.
+ Map the drivers of loyalty across the end-to-end customer journey and develop strategies to deepen customer relationships, establish greater trust, and build stronger loyalty.
+ Demonstrate the ROI from Customer Experience initiatives and advocate for their strategic and financial significance.
+ Develop and roll out consistent customer tracking, scorecard, and measurement programs for assessing customer advocacy and loyalty (NPS).
+ Partner with Global Market Research, CRM, and Analytics teams to analyze trends, develop actionable results, and leverage this material to improve experience performance and customer value.
+ Lead The Cigna Group's capability in testing usability of products and services, driving recommendations for improvements in partnership with the Product organization.
+ Develop The Cigna Group's customer-oriented Experience Design capability by identifying key customer pain points and partnering with Product and Marketing teams to resolve issues and drive positive NPS.


* Strategy and Influence:
+ Influence strategic decisions related to business strategies, channel strategies, product offerings, and long-term strategic direction.
+ Support a 'customer-focused culture' within ...