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Head of Voice of Customer (VoC) Programs - Evernorth (CX) - Work at Home at Cigna in Bloomfield, Connecticut

Posted in Admin - Clerical 30+ days ago.

Type: Full-Time

Job Description:

Internal: Senior Manager - Evernorth Voice of Customer Programs

External: Head of Voice of Customer Programs - Evernorth

Cigna's mission is to improve the health, well-being, and peace of mind of those we serve by making health care simple, affordable, and predictable. Our Global Voice of Customer Programs are critical to enabling differentiated, data-informed customer experiences. As the Voice of the Customer (VoC) Program Lead for Evernorth Health Services, you'll lead a small but expanding team of analysts supporting Cigna's newest division.

Primary Responsibilities

  • Develop a Voice of Customer program structure and engagement model to support Evernorth's diverse businesses and wide-ranging customer interactions

  • Manage a team of analysts to deliver actionable, customer-centric insights that simultaneously improve Customer Experience (CX) and Evernorth's businesses

  • Collaborate extensively across all levels of the organization and multiple functional areas to drive strategic business impact (insights to action)

  • Share knowledge and best practices with colleagues in our Experience & Insights Center of Excellence (CoE) and across our global enterprise

Skills & Experience

The ideal candidate is a Voice of Customer (VoC) and Customer Experience (CX) thought and practitioner leader who is able to navigate and build consensus in a matrixed organization. The candidate should have a personal reputation for being a strong, authentic people leader and a collaborative, consultative business partner.

  • Should include:

    • Minimum 8-10+ years of customer experience (CX) analytics

    • Minimum 5 years of analytics program development experience

    • Minimum 2 years of direct people management experience, including demonstrated passion for professionally developing others

    • Excellent communication and analytics presentation skills

    • Voice of Customer platform experience, such as Verint (including OpinionLab and Foresee Results), Qualtrics, Medallia, etc.

    • Experience with applying standard CX skill sets such as Journey Maps, Customer Research, VoC sources, and customer journey analytics alongside VoC results to drive actionable results

  • Preferred:

    • Deep expertise in customer experience measurement strategy, including KPIs and omni-channel journey measurement

    • Experience in both quantitative and qualitative CX metrics, measurement, and analytics

    • Health services industry expertise, particularly for healthcare providers and/or pharmacy

    • Market research and/or user experience research experience, particularly expertise in advanced analytics methodologies

    • Tableau, PowerBI or other Business Intelligence (BI) system user experience

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 116,200 - 193,600 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 Evernorth

Evernorth, Cigna Corporation's health services segment, exists to elevate health for all. We're building on our legacy and redefining health care as we know it. Unbiased in how we think, we create without limitation. We partner without constraints, deliver value differently and act in the interest of humanity. Solving across silos, closing gaps in care, and empowering clients, customers, and people everywhere to move onward and upward. When you work with us, you'll be empowered to solve the problems others don't, won't or can't. Join us. 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: for support. Do not email 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.

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