Head of Customer Experience (CX)
Job Fit Check
Base Career helps you apply smarter for this job.
Key skills for this role
About the Role
Key Responsibilities CX Strategy Leadership * Define and own theend‑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 e
Key Skills for This Role
Full Job Posting
Cx Strategy Leadership
- Define and own theend‑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
Experience Skills
- 10 years in CX, Operations, Strategy, or Transformation
- Senior leadership experience in healthcare, insurance, or regulated services
- Proven CX transformation and stakeholder influence
- Strong commercial, regulatory, and customer advocacy balance
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.
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: SeeYourselfEMEAcigna.com for support.
Do not emailSeeYourselfEMEAcigna.com for an update on your application or to provide your resume as you will not receive a response.
Apply for this job in 1 click
Skip the repetitive application forms
Install the Base Career Chrome Extension and autofill job applications across major job boards with your profile.
Trusted by over 500,000 job seekers on Base Career
More from this employer
More jobs at The Cigna Group
Telemarketing Executive
Dubai, UAE
Cigna Healthcare is hiring a Telemarketing Executive in Dubai to handle inbound and outbound sales calls for insurance products. The role requires strong customer focus, sales experience in telemarketing or insurance, an
Telemarketing Executive
Dubai, UAE
Cigna is hiring a Telemarketing Executive to handle inbound and outbound calls for insurance sales. Responsibilities include responding to customer inquiries, achieving sales targets, and maintaining accurate records. Re
Dental Claims Auditor - 12 Month Contract - Express Scripts Canada
Mississauga, CAN
Express Scripts Canada is seeking a Dental Claims Auditor for a 12-month contract to join the Fraud, Waste, and Abuse team. The role involves conducting audits of dental and other healthcare claims, ensuring compliance w
Dental Claims Auditor - 12 Month Contract - Express Scripts Canada
Mississauga, CAN
Job Title: Dental Claims Auditor Location: Mississauga Employment Type: Contract 12-Months Reason for Vacancy: Replacement Work Arrangement: Hybrid, 2 days a week on-site Department Name: Fraud, Waste, and Abuse Pay Type
Telemarketing Executive
Dubai, UAE
The Cigna Group is seeking a Telemarketing Executive to handle inbound and outbound calls, generate sales, and provide customer service. The role requires strong communication skills and 1-2 years of telemarketing or ins
Telemarketing Executive
Dubai, UAE
The Cigna Group is seeking a Telemarketing Executive to handle inbound and outbound sales calls for insurance products in Dubai. The role requires strong customer focus, sales experience in a regulated environment, and t
Account Manager - 18 Month Contract - Express Scripts Canada
Mississauga, CAN
Express Scripts Canada is seeking an Account Manager to manage day-to-day client relationships and ensure service delivery for assigned clients. The role involves executing operational deliverables, monitoring service tr
Pharmacy Assistant - Specialty - Express Scripts Canada
Mississauga, CAN
Express Scripts Canada is seeking a Pharmacy Assistant, Specialty to support pharmacy operations in Mississauga. You will manage inbound communications, process prescription transfers and refill requests, and maintain pa
Telemarketing Executive
Dubai, UAE
Telemarketing Executive
Dubai, UAE
Dental Claims Auditor - 12 Month Contract - Express Scripts Canada
Mississauga, CAN
Dental Claims Auditor - 12 Month Contract - Express Scripts Canada
Mississauga, CAN
Telemarketing Executive
Dubai, UAE
Telemarketing Executive
Dubai, UAE
Account Manager - 18 Month Contract - Express Scripts Canada
Mississauga, CAN
Pharmacy Assistant - Specialty - Express Scripts Canada
Mississauga, CAN