Customer Experience and Retention Research Sr. Manager at Cigna in Nashville, Tennessee

Job Description:

Job Summary:

The Customer Experience (CX) and Retention Research Sr. Manager will lead the qualitative and quantitative research within the Government Business Segment (GBS) Customer Experience and Retention team, and will report to the head of GBS CX.

As a global health service company, Cigna's mission is to improve the health, well-being and peace of mind of those we serve. The Customer Experience team delivers this goal to our Government Business Segment customers, for whom it is especially important to make health care simple, affordable and predictable.  

When you’re a part of the Customer Experience team, you’ll make a difference every day while changing the way people think about health care. We work hard to make our interactions positive and successful by listening to our customers and clients, understanding how they feel about the process and their plans, and helping them navigate the system to achieve their best health.

While our team is focused on creating the best experience for our customers, we know it starts with an inspiring work environment. Our team members feel valued for innovative ideas. They bring spark and spirit to projects, collaborate passionately and celebrate each other’s successes while enjoying a healthy work-life balance.

Core Responsibilities:

The Customer Experience and Retention Research Sr. Manager will be responsible for:

• Managing a team of researchers and leading all qualitative and quantitative research within Customer Experience


• Leading the Monthly Research Community Group, bringing together all types of researchers from across Cigna various lines of businesses to share best practices, insights, and results for GBS


• Working with colleagues to source existing insights or develop primary research to answer critical business questions


• Synthesizing existing research results and curating into actionable data and insights for others


• Working to bring in new vendors and develop relationships with existing vendors


• Acting as the point person for Cigna Commercial research partnerships, representing GBS needs at a broader stage


• Develop innovative ways of attaining insights from our customer base, testing out new ideas and concepts, and measuring the outcome


• Keeping up to date on research methods and results in the marketplace

Minimum Qualifications:

• College degree ormaster’s degree in a research-based field preferred


• 5 years or more research experience


• Strong analytic background with a focus on data-driven decision making


• Working knowledge of statistics and real-life uses


• Experience in qualitative methods, such as Design Thinking, Empathetic Interviewing, Focus Groups, Personas, etc


• Experience in quantitative methods, such as surveys, data mining, statistical analysis, segmentation, etc


• Strong design in presenting research results, focusing on data visualizations and storytelling


• Understand the viewpoints of higher management and effectively analyze the complex, underlying problems and issues.  Able to connect dots across the organization and understand implications of decisions / recommendations.


• Strong presentation and communication skills, including the ability to translate project and analytic work into actionable insights for senior leaders

This position is not eligible to be performed in Colorado.

About Cigna

Cigna Corporation (NYSE: CI) is a global health service company dedicated to improving the health, well-being and peace of mind of those we serve. We offer an integrated suite of health services through Cigna, Express Scripts, and our affiliates including medical, dental, behavioral health, pharmacy, vision, supplemental benefits, and other related products. Together, with our 74,000 employees worldwide, 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 Cigna, you’ll enjoy meaningful career experiences that enrich people’s lives while working together to make the world a healthier place. What difference will you make?  To see our culture in action, search #TeamCigna on Instagram.

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: SeeYourself@cigna.com for support. Do not email SeeYourself@cigna.com for an update on your application or to provide your resume as you will not receive a response.