Managing Director, Experience Enablement

Position Summary

TheManaging Director, Experience Enablementis a visionary leader responsible for architecting and executing a comprehensive enablement strategy that empowers frontline teams to deliver exceptional service for The Cigna Group customers.

Reporting to the Vice President, Workforce Management & Strategy Analytics, this role oversees a broad portfolio including coaching, quality, curriculum design and delivery, knowledge management, new hire onboarding, and operational readiness.

With a focus on innovation and scalability, the Managing Director leads the development of leading-edge learning experiences and enablement strategies that support a global workforce.

This role requires a strong understanding of adult learning theory and the ability to envision how technological innovation will shape the learning landscape going forward.

The role also serves as a strategic partner to cross-functional senior leaders, aligning enablement initiatives with business strategy, regulatory requirements, and evolving complex customer service models.

Responsibilities:


* Develop and communicate a compelling, actionable vision for the future of learning that serves as a catalyst for innovation across technology, product development, and organizational strategy.


* Champion the use of innovative tools and technologies to support a scalable, virtual learning environment.


* Proactively monitor and assess emerging technology and learning trends to determine relevance and potential for internal adoption.


* Oversee the design and delivery of high impact training programs, including onboarding, upskilling, and development.


* Design a coaching framework that drives frontline excellence and continuous improvement and partner with operations leaders to embed coaching into daily workflows and performance management.


* Advance the organization's knowledge management strategy and approach to support dynamic content delivery, self-service learning, and operational agility.

Oversee content creation to ensure compliance with internal and external controls.


* Provide strategic input across the knowledge exchange product team and matrix partners who represent the knowledge exchange user community.

Advance knowledge and application efficacy through the intentional and thoughtful deployment of GenAI and other emerging technologies.


* Lead the strategic redesign of the call experience and customer service Quality Assurance (QA) models, with a focus on predictive, precise, and data-driven outcomes at the agent level.


* Leverage Generative AI and emerging technologies to transform quality frameworks across coaching models, QA teams, tools, and processes.

Drive a shift toward real-time and forward-looking insights that empower individual agent performance and uncover broader experience trends.


* Ensure operational readiness for new initiatives, product launches, and process changes through structured enablement planning and...