Enterprise Architecture - Architecture Principal (Customer Communications)

The Architecture Principal – Customer Communications is a Band 5 Senior Contributor responsible for owning and advancing the enterprise architecture strategy, target states, and multi‑year roadmaps across Digital, Marketing, and Customer Communications Management (CCM) domains. This role plays a critical part in enabling personalized, compliant, and scalable member communications across print and digital channels, aligned to member preferences, client needs, and regulatory requirements within a highly regulated healthcare environment.

As a recognized architectural authority, the Architecture Principal sets the north‑star vision for communications platforms and capabilities, translates business priorities into pragmatic target‑state architectures, and guides portfolio‑level decisions across technology and business stakeholders. Operating with high enterprise influence and no direct reports, this role requires strong executive presence, the ability to influence without authority, and a consistent focus on simplifying complexity while accelerating modernization and reuse across The Cigna Group.

Key Outcomes

• Enterprise Communications Architecture Vision: Publish a business‑aligned target‑state architecture and 3–5 year roadmap for Digital, Marketing, and CCM capabilities, including clear sequencing across platforms, data, integration, security, and personalization layers.
• Simplified, Reusable Target States: Define architectures that reduce fragmentation, promote reuse of platforms and patterns, and enable scalable personalization across print and digital journeys.
• Governance that Improves Decision Velocity: Establish pragmatic architecture guardrails, principles, and decision records that improve speed, consistency, and quality of technology decisions across high‑impact communications initiatives.
• Regulatory‑by‑Design Communications: Ensure communications architectures natively embed regulatory, accessibility, privacy, and audit requirements, reducing downstream risk while maintaining delivery agility.
• Cross‑Domain Alignment: Act as a unifying architectural leader across Digital, Marketing, CCM, Data, Privacy, and Security teams to ensure durable alignment at key investment and design decision points.

Key Responsibilities

Strategy & Architecture Leadership

• Define and maintain enterprise architecture strategies, capability maps, and target‑state designs for Digital, Marketing, and CCM communications.
• Develop 3–5 year roadmaps that guide investment decisions, modernization sequencing, and platform evolution tied to measurable business outcomes.

Customer Communications & Journey Architecture

• Architect end‑to‑end member journeys across print, email, SMS, portals, and mobile experiences, ensuring consistency and personalization across channels.
• Provide architectural leadership for high‑volume, regulated communications including EOBs, notices, letters, and disclosures.

CCM Platforms & Personalization

• Design target‑state CCM architectures that support modular content, rules‑driven composition, consent‑aware personalization, and scalable delivery.
• Establish centralized architectural patterns for content, rules, identity, preferences, and personalization logic.

Governance, Risk & Compliance

• Embed regulatory, accessibility, privacy, and audit requirements directly into architecture standards, patterns, and review processes.
• Provide decision support and architectural oversight for high‑impact communications initiatives across the enterprise.

Delivery Partnership & Enablement

• Partner with solution architects and engineering teams to ensure architectures are executable, scalable, and aligned with enterprise direction.
• Define reusable patterns, reference architectures, and migration approaches that enable “learn once, use many” adoption.

Talent & Community Leadership

• Serve as a mentor and role model for architects, providing coaching, feedback, and knowledge sharing across the architecture community.

Qualifications

• Bachelor’s degree in computer science, engineering, or equivalent experience.
• 10+ years of experience in technology roles with significant enterprise or solution architecture responsibility.
• Proven success defining architecture strategies, target states, and roadmaps aligned to business priorities.
• Extensive experience in regulated, complex enterprise environments (e.g., healthcare, insurance, financial services).
• Demonstrated ability to inf