Head of Customer Experience (CX)

About the role

The Head of Customer Experience (CX) will lead the development and execution of Cigna's CX vision, ensuring customer outcomes are embedded across all functions. This senior role drives a customer‑centric culture, aligns CX initiatives with business strategy, and reports performance to executive leadership.

Key responsibilities

• Define and own the end‑to‑end CX vision, roadmap, and operating model.
• Act as the executive owner of customer outcomes across all functions.
• Embed customer centricity into strategic planning, governance, and KPIs.
• Own CX performance metrics (NPS, CSAT, CES, complaints, retention) and translate insights into enterprise‑wide improvement priorities.
• Report CX performance and risks to executive leadership.
• Partner with Operations, Medical, IT, Digital, Compliance, and Sales to champion CX investment cases and prioritize initiatives.
• Lead CX culture, capability building, and leadership engagement.
• Ensure CX practices comply with healthcare, privacy, and regulatory requirements and sponsor governance forums.

Required profile

• 10+ years of experience in CX, Operations, Strategy, or Transformation.
• Senior leadership experience in healthcare, insurance, or other regulated services.
• Proven track record of CX transformation and stakeholder influence.
• Strong balance of commercial acumen, regulatory knowledge, and customer advocacy.

Required skills