Agile Experience Manager - Cigna Healthcare

About Cigna Healthcare Cigna Healthcare is a global health service company dedicated to transforming healthcare. With roots in the U.S. and operations in over 30 countries, we serve more than 180 million customers and patients worldwide. Ranked 13th on the Fortune 500 in 2025, Cigna is recognized as one of the most trusted and influential names in the industry. Our mission is to improve the health, well-being, and peace of mind of those we serve. Join our globally recognized brand, where trust, communication, and a positive culture are at the core of everything we do. Our leadership is consistent, approachable, and supportive-ensuring your well-being and work-life balance. We're looking for individuals who thrive in collaborative environments, are passionate about meaningful change, and want to grow in a company that puts people first. At Cigna, you'll be part of a purpose-driven team that values innovation, compassion, and impact. Whether you're shaping better care experiences or supporting customers through life's key moments, your work will matter. Grow with us-and help shape the future of healthcare.

The Agile Experience Manager is accountable for defining and delivering the end-to-end stakeholder experience (e.g., Customer, Client, Provider, Claims, GOP) globally across Cigna International Health and reports to the Director, Strategy & Transformation. The role owns the experience vision, roadmap, outcomes, and performance metrics, ensuring alignment across business, operational, product, data, and technology teams. Acting as the single point of accountability for experience outcomes, the Experience Manager drives measurable business value, customer satisfaction, operational excellence, and continuous improvement through influence in a complex, matrixed environment. Scope & Positioning Owns end-to-end stakeholder experiences across journeys, products, and touchpoints globally. Accountable for experience outcomes, performance, and continuous improvement. Leads an agreed portfolio of stakeholder journeys, services, and products. Operates across multiple markets and functions, balancing global consistency with local requirements. Influences investment decisions, prioritization, capacity allocation, and roadmap sequencing. Provides visibility of experience performance, risks, dependencies, and value realization. Acts as the integration point across Medical, Clinical, Provider, Customer Operations, Technology, Data & Analytics, Commercial, Risk, Legal, Compliance, Privacy, Security, and Change teams.

Experience Strategy & Vision Define and maintain the experience vision, strategy, and roadmap. Translate business and customer needs into measurable outcomes and priorities. Align experience initiatives with enterprise strategy and business objectives. Leverage customer insights, operational data, market trends, and emerging technologies to drive continuous improvement. Outcome Delivery & Performance Define and monitor outcome-based KPIs and success measures. Own financial, operational, and experience performance outcomes. Drive delivery of measurable business value through coordinated execution. Establish transparent measurement and reporting frameworks. Cross-Functional Leadership Align multiple Agile teams around shared experience outcomes. Drive end-to-end flow across product, process, technology, and service layers. Resolve dependencies, priorities, and delivery barriers. Build alignment across stakeholders without direct line authority. Financial, Risk & Governance Management Manage experience-level investment priorities and value realization. Balance demand based on business value, customer impact, and strategic objectives. Ensure compliance with regulatory, contractual, privacy, security, and governance requirements. Lead governance discussions related to experience performance and delivery. Leadership & Influence Act as a senior leader across business, operations, product, and technology