Director of Digital Customer Engagement Delivery Strategy & Self-Service Success

Director of Digital Customer Engagement Delivery Strategy & Self-Service Success

If you’re a visionary leader with a strong background in customer engagement, digital strategy and operational excellence looking for an opportunity to champion, expand and realize the future state of successful, efficient, and effective customer engagement delivery at Cigna, we have a role for you.

Role Description:

• Stand up and lead a dynamic new team, playing a key role in defining and evolving our Customer Engagement delivery operating model.
• Implement quick wins and execute on a high-level roadmap toward an end-state in which we have automated the method by which enterprise customers are personally targeted for communication, ensured the interoperability between those communications and the tie-back digital experiences, and evolved our deployment of campaigns as pull-through journeys.
• Spearhead efforts to enable conversion uplift, increase speed to market, and ensure automation and scalability across the entirety of engagement delivery.
• Serve as a bridge between the customer data platform product, customer engagement strategy, analytics, and delivery teams to centralize business- and customer-driven advancements in campaigns.
• Develop and implement channel strategies (SMS, Push, Print, Email, etc.), voice of the customer insights, program performance monitoring and opportunities, AI driven efficiencies and improvements, and implementation of processes and tracking around QR codes, universal links, short codes, and trackable phone numbers to enable the teams’ strategic experiments and communications launches.
• Create and socialize an operable strategy around process, change management, governance, and tech enablement required to operationalize self-service (i.e., enable teams to execute their own campaigns successfully via our new customer experience platform) at scale across the enterprise.
• Curate and lead a team of self-service customer success and account management professionals dedicated to driving business partner readiness, onboarding, adoption, and adherence early in a team’s self-service journey, as well as supporting more mature teams with ongoing maintenance, governance and operational improvements.
• Build and nurture relationships with business leaders from throughout the organization, helping to connect all stakeholders in a highly functioning self-service ecosystem that drives value and ensures seamless customer experiences. Via self-service, help to position digital as a key influencer in engagement strategy and delivery.
• Lead by example and show teams and team members what good looks like in the end-to-end delivery of channel communications.
• Obsess over details, craft and quality, while making sure to represent the needs of the business and the voice of the customer.
• Manage the priorities of stakeholders from different lines of business, partnering with them to drive a common understanding as to why the work getting done (or neglected) is what it is, and pivoting as a group when appropriate.
• Support and promote your team by handling impediments and potential roadblocks.
• Build culture and bring up leaders all around you, creating a happy, healthy and inclusive environment for your team so that they can do the best work of their lives and thrive while doing it.
• Represent the team and your craft, speaking internally for stakeholders and the broader department.
• Provide strategic vision as to how to make business ideas come to life in a digital experience ecosystem, while supporting the needs.

Qualifications:

• 10 years’ experience managing communications delivery/campaign execution teams at scale, in a MarTech or software delivery environment; healthcare experience a bonus.
• Demonstrated results leading a team and managing and empowering people, successfully coaching and developing talent, and ensuring team culture aligns with company’s overall values.
• Embodies the necessary skills required for success with this role: proactivity, strategic mindset, enthusiasm for strategic planning, collaboration, trustworthiness, high ethical standard, adaptability and resiliency related to change management.
• Functional knowledge of and ability to work with leaders representing and speaking on behalf of the full team in related disciplines including campaign operations, campaign production and delivery, customer journey development, content strategy, user experience research, data science and/or analytics, NPS, brand and marketing, and product.
• Demonstrated results in being able to think strategically, anticipate future consequences and trends, and incorporate them into both a short-term and long-term strategic plan.
• Proficiency in data platforms, specifically CDPs, and other key MarTech platforms (DAM, MRM, MDM, CRM and CMS), channel communication delivery tools and means, material delivery, campaign management strategy and delivery, and digital communication fulfillment platforms.

CRITICAL COMPETENCIES:

• Strategic Mindset – Seeing ahead to future possibilities and translating them into breakthrough strategies.
• Drives Results – Pushes team and cross functional partners to deliver needed results in tough circumstances and expedited timelines.
• Action Oriented – Takes on tough challenges with sense of urgency, high energy, and enthusiasm.
• Decision Quality – Makes sound and timely decisions to keep work moving forward.
• Directs Work – Provides direction to direct reports and cross functional teams and removes barriers to getting work done.
• Manages Complexity – Makes sense of complex and sometimes contradictory information to effectively solve problems.
• Manages Ambiguity – Operates effectively and drives work forward even when things are not certain or there is no clear way forward.
• Balances Stakeholders – Anticipates and balances the needs of multiple stakeholders across Health Services and Enterprise.
• Collaborates – Quickly builds partnerships and works collaboratively with others to ensure progress.
• Courage – Steps up to address difficult issues and says what needs to be said.
• Instills Trust – Quickly gains confidence and trust of others through honesty, integrity, and authenticity.
• Communicates Effectively – Develops and delivers multi-mode communications that convey a clear message and adapts to multiple audiences.
• Situational Adaptability – Adapts approach and demeanor in real time to match the shifting demands of different situations.

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.

This position anticipates offering an annual salary of 152,300 - 253,900 USD / yearly, depending on relevant factors, including experience and geographic location.

This role is also anticipated to be eligible to participate in an annual bonus and long term incentive plan.

We want you to be healthy, balanced, and feel secure. That’s why you’ll enjoy a comprehensive range of benefits, with a focus on supporting your whole health. Starting on day one of your employment, you’ll be offered several health-related benefits including medical, vision, dental, and well-being and behavioral health programs. We also offer 401(k) with company match, company paid life insurance, tuition reimbursement, a minimum of 18 days of paid time off per year and paid holidays.

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.