Customer Experience Theme Lead

Local Jobs Cigna
  • United States, Bloomfield, CT View on Map
  • Post Date: June 18, 2020
  • Apply Before : July 18, 2020
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Job Description

Cigna is on a mission to improve the health, well-being and sense of security for those we serve. As consumers take on a greater share of the financial and decision making responsibility for healthcare, they will demand greater choice, simplicity and affordability. In recognition of this trend, Cigna is accelerating the development of personalized capabilities and experiences to better serve customers across the many channels and product solutions we offer. Creating a differentiated customer experience that makes it easy for customers to get affordable, quality care is one of Cigna’s top 5 strategic priorities.

Reporting to the Senior Director of Customer Value, the Theme Lead contributes directly to the vision and strategic roadmap that will position Cigna to engage customers in a whole new way delivering increased Growth, Customer Retention and satisfaction and lower the Total Cost of Care (TCC). The Theme Lead plays a crucial role in assessing concepts, analyzing quantitative and qualitative data and producing recommendations for customer experience enhancements.

Our team is focused on three areas: improving clinical referrals, helping customers leverage lower cost settings and improving adoption of higher performing providers. For reference, past themes have included include: Avoidable ER Visits, Referrals to Case Management, OON PCP reduction, and Steerage to CCD doctors. Future concepts under consideration include: customer triage and health care navigation assistance

The Theme Lead is responsible for the following:
Evaluation of concepts

Take rough ideas and formalize them for assessment

Develop learning plans for concepts in partnership with other SMEs

Review internal and external research, summarize insights

Facilitate quantitative and qualitative analysis of applicable utilization and cost trends and customer behaviors

Complete analysis to determine the addressable opportunity, assign value targets and critical assumptions

Develop use cases including target audience, conditions, calls to actions, desired outcomes, etc.

Identify and connect with related initiatives across the enterprise

Building core and extended teams in support of theme related work

Define team charter and goals and hypothesis

Define and manage work in Rally or Jira

An inclusive approach focused on building consensus while leading decisively

Gains input from Experience Group Owners and other Subject Matter Experts to define compelling use cases leveraging existing tools

Supports delivery by helping make decisions and providing needed information during coding and testing

Support the Value Team with process ownership and optimization and other niche projects

The Theme Lead is expected to spend 5-10% of their time on a one time process management or improvement project

Assignments will vary by business need and employee interest and experience

Q ualifications:
Experience synthesizing customer and utilization insights into coherent recommendations for enhanced customer experience use cases

Bachelor’s degree in business, MBA preferred or equivalent work experience.

A minimum of 5 years of experience leading teams in health engagement or consumer services businesses. Senior level Product experience highly desired.

Ability to identify strategic solutions, with little or no direction, assemble the appropriate cross functional teams, resource key projects, and lead the management of multiple work teams providing sound business direction.

Proven leadership with deep experience in in ambiguous environments leading cross-functional teams

Strong analytical skills

Agile Experience as Product Owner, Scrum Master or Experience Owner

Demonstrated ability to influence and garner the trust and support of colleagues at all levels.

Adaptable, flexible, and able to lead/manage the organization through change

Goal oriented and personally accountable; resourceful and self-directed

Open minded and creative – seeks ‘out of box’ solutions

Open communicator; excellent oral and written communication skills

Ability to work effectively in dynamic, rapidly changing, team-based environment

Demonstrated success meeting and driving goals/targets

Ability to provide leadership and direction to cross-functional teams to ensure successful outcomes.

In-depth healthcare knowledge and clear communication of industry trends and market-leading strategies

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 an accommodation based on your physical or mental disability please email: [email protected] Do not email [email protected] for an update on your application or to provide your resume as you will not receive a response.


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