Job Summary:

The Customer Experience (CX) and Retention Operations Sr. Manager will lead the three CX operational units - the Outbound Call Team, the Customer Incentives Team, and the Project Management Team. This position is part of the Government Business Segment (GBS) Customer Experience and Retention team, and will report to the GBS CX Director.

As a global health service company, Cigna's mission is to improve the health, well-being and peace of mind of those we serve. The Customer Experience team delivers this goal to our Government Business Segment customers, for whom it is especially important to make health care simple, affordable and predictable.  

When you’re a part of the Customer Experience team, you’ll make a difference every day while changing the way people think about health care. We work hard to make our interactions positive and successful by listening to our customers and clients, understanding how they feel about the process and their plans, and helping them navigate the system to achieve their best health.

While our team is focused on creating the best experience for our customers, we know it starts with an inspiring work environment. Our team members feel valued for innovative ideas. They bring spark and spirit to projects, collaborate passionately and celebrate each other’s successes while enjoying a healthy work-life balance.

Core Responsibilities:

The Customer Experience and Retention Operations Sr. Manager will be responsible for:

• Leading the managers of the Call, Incentive, and Project Management Teams within Customer Experience, and serving multiple lines of businesses within GBS.


• Analyzing key metrics for the day-to-day performance of the team to ensure efficient and timely completion of tasks, strong performance on key operational metrics, and high levels of compliance.


• Leveraging data, insights, and continuous process improvements to maximize resources and implement  innovative ways of serving our customers


• Managing End to End implementation of various pilots and special projects that focus on the customer experience.


• Leading a team of call center agents, leveraging call feedback and reporting to ensure positive customer experience and optimal agent productivity.


• Overseeing Customer Incentive Program team, ensuring all program operations are executed on time and under budget.


• Prioritizing and ensuring the execution of recovery actions, process improvement, and other projects and campaigns focused on improving the customer experience.


• Managing the development of capacity planning models to evaluate needed resources and staffing.

Minimum Qualifications

• College degree preferred


• 5 years or more of operations experience


• Strong analytic background with a focus on data-driven decision making


• Excellent leadership and organizational abilities, with the ability to leverage operational experience to enhance existing team’s output


• Ability to partner with IT and sourcing teams to identify and implement tools and solutions


• Strong sense of empathy to fiercely advocate for our customers and their health care needs, and the ability to understand and communicate customer loyalty implications of business decisions, specifically in the operational space


• Demonstrated ability to execute complex projects and operational processes in a matrixed environment

About Cigna

Cigna Corporation (NYSE: CI) is a global health service company dedicated to improving the health, well-being and peace of mind of those we serve. We offer an integrated suite of health services through Cigna, Express Scripts, and our affiliates including medical, dental, behavioral health, pharmacy, vision, supplemental benefits, and other related products. Together, with our 74,000 employees worldwide, we aspire to transform health services, making them more affordable and accessible to millions. Through our unmatched expertise, bold action, fresh ideas and an unwavering commitment to patient-centered care, we are a force of health services innovation.

When you work with Cigna, you’ll enjoy meaningful career experiences that enrich people’s lives while working together to make the world a healthier place. What difference will you make?  To see our culture in action, search #TeamCigna on Instagram.

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.