Managing Director, Insights & Experience

The Managing Director of Insights & Experience is responsible for creating a competitive advantage for The Cigna Group by delivering fact-based insights from all key constituencies (including customers, clients, producers, consultants, medical professionals, and employees) and driving a customer-centric culture. This role combines the responsibilities of market research and customer experience to facilitate strategic and tactical decision-making, enhance customer loyalty, and drive profitable growth. Reporting to the Chief Brand and Marketing Officer, this position will interface with business leaders globally to align strategies with corporate goals.

DUTIES AND RESPONSIBILITIES:

• Market Research and Insights:
  • Establish and maintain a Market Research plan grounded in the insights needs of the Segments and Functions, addressing ongoing information needs and handling non-planned custom research projects.
  • Lead the identification, development, and alignment of Market Research best practices and processes at The Cigna Group.
  • Identify and prioritize information gaps within The Cigna Group that can be filled with valid, reliable, and actionable Market Research information.
  • Maintain focus on actionable Market Research while eliminating non-essential research.
  • Delegate project responsibilities among team members and provide hands-on management of strategic Market Research projects.
  • Establish relationships and work directly with key Market Research consultants.
• Customer Experience Strategy:
  • Develop and lead the strategy and framework for The Cigna Group's Customer journey globally.
  • Map the drivers of loyalty across the end-to-end customer journey and develop strategies to deepen customer relationships, establish greater trust, and build stronger loyalty.
  • Demonstrate the ROI from Customer Experience initiatives and advocate for their strategic and financial significance.
  • Develop and roll out consistent customer tracking, scorecard, and measurement programs for assessing customer advocacy and loyalty (NPS).
  • Partner with Global Market Research, CRM, and Analytics teams to analyze trends, develop actionable results, and leverage this material to improve experience performance and customer value.
  • Lead The Cigna Group’s capability in testing usability of products and services, driving recommendations for improvements in partnership with the Product organization.
  • Develop The Cigna Group’s customer-oriented Experience Design capability by identifying key customer pain points and partnering with Product and Marketing teams to resolve issues and drive positive NPS.
• Strategy and Influence:
  • Influence strategic decisions related to business strategies, channel strategies, product offerings, and long-term strategic direction.
  • Support a ‘customer-focused culture’ within The Cigna Group by demonstrating the strategic and financial significance of a business anchored in deep customer, client, and business partner understanding.
  • Actively participate in corporate Strategy and Planning sessions representing the fact-based voice of customers, clients, and business partners.
• People and Budget Management:
  • Drive the People Strategy within the Insights & Experience team, including recruiting, development, motivation, and retention efforts.
  • Continually evaluate team talent/skillsets available and needed for a world-class function.
  • Manage all budget and expense management activities through effective planning, monitoring, and forecasting.
  • Tightly manage outside consultant and research vendor spending and build internal capabilities as appropriate to ensure the greatest value for research investment.

REQUIREMENTS:

• MBA in Marketing, Business, or a related subject and/or MBA/Master’s degree in a relevant quantitative field (e.g., statistics) strongly preferred.
• 15+ years of strategic Market Research experience with large customer-oriented companies; experience in Healthcare and/or Regulatory is not required but preferred.
• Minimum of 10 years of people management experience.
• Deep experience within the healthcare space or highly customer-oriented categories (e.g., Retail/CPG).
• Ability to work in a matrixed team environment across multiple functions and geographies.
• Evidence of using research to embed a multi-dimensional customer experience and service culture in a global organization.
• Ability to leverage AI technology to streamline research practices and customer experience work.
• Understanding of the current healthcare regulatory environment and the ability to keep pace with the ever-changing regulatory landscape.

PERSONAL COMPETENCIES REQUIRED: