Head of Customer Experience (CX)
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Key skills for this role
About the Role
Define and own end to end customer experience vision, drive performance metrics, and ensure compliance while leading cross functional initiatives.
Key Skills for This Role
Full Job Posting
Cx Strategy & Leadership
- 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
Performance & Outcomes
- Own CX performance metrics (NPS, CSAT, CES, complaints, retention)
- Translate customer insights into enterprise wide improvement priorities
- Report CX performance and risks to executive leadership
Cross Functional Enablement
- Partner with Operations, Medical, IT, Digital, Compliance, and Sales
- Champion CX investment cases and prioritize improvement initiatives
- Lead CX culture, capability building, and leadership engagement
Governance & Compliance Oversight
- Ensure CX practices comply with healthcare, privacy, and regulatory requirements
- Sponsor CX governance forums and decision frameworks
About The Cigna Group
Doing something meaningful starts with a simple decision, a commitment to changing lives.
At The Cigna Group, we re dedicated to improving the health and vitality of those we serve.
Through our divisions Cigna Healthcare and Evernorth Health Services, we are committed to enhancing the lives of our clients, customers and patients.
Join us in driving growth and improving lives.
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