Senior Advisor, Customer Marketing and Engagement - Hybrid (Finance)

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About the team

Calling all customer experience champions - we are looking for a data-driven, strategic marketer with a penchant for creating and iterating meaningful customer engagements! Positioned within the Customer Lifecycle Marketing (CLM) Center of Excellence (COE), our team is passionate about creating, testing, and evolving customer engagements that matter.

We are highly collaborative and care deeply about building strong relationships with our partners. Together with our colleagues in Marketing Strategy, Market Insights, Marketing Analytics, Digital, Product, Account Management, and more, we co-create thoughtful customer experience strategies with the goals of, a) helping people confidently choose the right plan for them, b) simplifying complexities of healthcare to enable customers to get the most out of their plans, and c) learning more about our customers and prospects to inform future efforts.

We are very data driven and value the ability to, on the front end, strategically identify targeting, segmentation, messaging, and measurement plans, and post-initiative, evaluate effectiveness of our efforts and iterate from there.

Responsibilities

As a Senior Advisor, Customer Marketing and Engagement, you will spearhead cross-functional initiatives to enhance customer engagement and simplify their healthcare experiences. You will manage change, develop data-driven strategies, and execute these strategies to grow authentic, trusted relationships with customers that result in improved customer acquisition, retention, and satisfaction.

• Lead cross-functional efforts to reimagine customer engagements, driving results for our customers, clients, and business.
• Own change management where needed for your new or evolved engagements.
• You will find ways to simplify the healthcare experience for our customers and prospects and grow authentic, trusted relationships with them.
• You will develop collaborative, data-driven engagement strategies, taking into consideration many factors, such as customer journeys, population opportunity areas, anticipated financial and/or engagement outcomes for our customers and the business, and more.
• You will execute on your engagement strategies, owning the work and successful collaboration from end-to-end.
• You will own analyzing and sharing results with CLM and other partners.
• You will be part of an effort to better understand - and improve - the customer experience across Cigna customer touchpoints.
• Overall, you will own, drive, and manage critical customer-focused work aligned to CLM business priorities and customer needs.

Skills

• Proven ability to apply your marketing, customer, and analytics background, bringing forward strategy-making insights that inform customer engagements.
• Experience designing and managing campaigns across channels - emails, mail, in-person, social.
• Superior organization and project management skills - we drive complex engagements and it's critical that you're able to manage the moving parts effectively.
• Unwavering attention to detail with an acute awareness that everything counts.
• Demonstrated strength in developing and growing strong relationships with partners.
• Excellent written and oral communication skills, with the ability to tailor to business areas and levels.
• Effective prioritization and time management skills enabling you to manage multiple critical initiatives simultaneously.
• Flexible problem-solving skills to quickly find new ways to adapt and meet goals.

Ideal candidates will offer

• 7+ years of work experience in consumer marketing, customer experience, marketing strategy, or a related field.
• Track record of identifying customer needs - broadly and/or at micro-population level - and owning multi-channel engagements that drive results.
• Proven proficiency as a data-driven marketer and analytical strategist.
• Experience presenting recommendations that reflect thoughtful analysis and clear plans of action to a variety of internal stakeholder groups.
• Design thinking and/or human-centered design-based experience a plus.
• Healthcare experience preferred but not required.
• Ability to work from a Cigna office 3 days a week, as directed by the business.

If you will be working at home occasionally or permanently, the internet connection must be obtained through a cable broadband or fiber optic internet service provider with speeds of at least 10Mbps download/5Mbps upload.

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: SeeYourself@cigna.com for support. Do not email SeeYourself@cigna.com for an update on your application or to provide your resume as you will not receive a response.

The Cigna Group has a tobacco-free policy and reserves the right not to hire tobacco/nicotine users in states where that is legally permissible. Candidates in such states who use tobacco/nicotine will not be considered for employment unless they enter a qualifying smoking cessation program prior to the start of their employment. These states include: Alabama, Alaska, Arizona, Arkansas, Delaware, Florida, Georgia, Hawaii, Idaho, Iowa, Kansas, Maryland, Massachusetts, Michigan, Nebraska, Ohio, Pennsylvania, Texas, Utah, Vermont, and Washington State.

Qualified applicants with criminal histories will be considered for employment in a manner consistent with all federal, state and local ordinances.