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Director - Member Experience Innovation - Evernorth at Cigna

Posted in General Business 30+ days ago.

Type: Full-Time
Location: Franklin Lakes, New Jersey





Job Description:

The Director of Member Experience is an innovation leader and enterprise change agent who works cross functionally and across all Evernorth businesses, to channel their passion for creating the best possible consumer experiences to transform how we engage and support plan members through their personal health care journey. This position will re-imagine how the company can best deliver on the current and future needs of consumers along their health care journey and champion change across the business to bring new capabilities to life.

The Director of Member Experience brings broad and deep consumer engagement experience and expertise, from inside and outside of health care, and deep into our lab environment to the benefit of our members, our client plans, and internal partners seeking to simplify member experiences while improving health care affordability, access and outcomes, and the growth and efficiency of their businesses.

The Director of Member Experience knows how to generate actionable intelligence from data to power new disruptive solutions consumers love. This is a tremendous opportunity to work "hands on" both in/out of the organization in a creative environment that encourages disruptive thinking to transform/improve how consumers experience their health care.

This position is with Evernorth, a new business within the Cigna Corporation.

ESSENTIAL FUNCTIONS:

The Director of Member Experience position will serve as the business product owner for the Evernorth lab member experience program. With specific responsibilities:


  • Leverage strong hands on analytical and problem solving skills to uncover opportunities and create compelling solutions that can materially impact our growth while making it easier for consumers to manage their health care needs.


  • Utilize critical thinking and 'outside the box' ideas that ultimately drives improved member experience, business growth, client differentiation, and generate operational efficiencies while transforming how members experience their health care.


  • Drive solutions with a significant focus on our digital and mobile engagement capabilities across all businesses.


  • This position will work 'hands on' with a wide array of data analysts / data scientists to understand historical and predictive trends. Using these insights, this Director of Member Experience will then work across Evernorth business domains to understand opportunities to grow their businesses (P&L) through consumer facing solution.


  • Lead the business strategy for our member digital web/mobile assets including digital adoption growth, containment, ongoing iterations, and enhancements that ultimately improve how consumers experience their health care.


  • Deeply understand the competitive market landscape and emerging consumer experience expectations to be a pro-active champion for better member experiences, ultimately creating/maintaining a robust solution pipeline/roadmap across multiple business domains.


  • Proactively collaborate with the cross functional partners to rapidly iterate and run ongoing a/b tests aimed at improving member satisfaction, influencing consumer behavior, increasing digital containment and reducing operational costs.


  • Client-facing responsibilities include presentation and collaboration meetings with clients and/or prospects (e.g. finalist meetings, lab visits, outcomes conference, etc).


QUALIFICATIONS:


  • 10+ years relevant experience with Bachelor's Degree or Master's degree.


  • Significant experience driving innovative solutions across consumer facing products that differentiated services in the market, lead to increased margin/growth, reduction in operational expenditures, and/or improvement in member satisfaction.


  • Strong bold, strategic, and critical thinking competencies with the ability to translate an opportunity into a compelling vision & solution that aligns the enterprise around its cause.


  • Strong ability to interpret data and analytical findings to uncover growth, savings, and experience opportunities that can then be translated into compelling business/product opportunities.


  • Proven ability to work collaboratively with demonstrated ability to influence and drive alignment on key initiatives. Including the ability to work through barriers in a constructive and timely manner.


  • Strong ability to develop compelling business use cases that clearly define the opportunity/problem to solve, solution recommendations, and its material impact to the business.


  • Strong communication abilities to engage in a convincing and compelling manner with all levels of management, partners, and clients.


  • Must be passionate about the consumer and able to influence varying levels across the enterprise to gain alignment on product vision/strategy.


  • Ability to work with integrity, align our efforts, collaborate to achieve results, work with passion, maintain mutual respect in light of adversity, and deliver high value services to our client and beneficiaries.


  • Self-starting individual contributor that is capable of working independently, producing significant results both individually and through working with others.


LOCATION INFORMATION:

The preference will be to have this role located in our North NJ Cigna / Express Scripts / Evernorth office location, which is anticipated to open in Spring of 2022 in the vicinity of Morristown, NJ, with a flexible mix of onsite and Work From Home. This role may also be located in our Saint Louis, Missouri Express Scripts Headquarters location, also with a flexible mix of onsite and Work From Home. We will consider Work From Home in other US-based locations, with periodic travel to various locations expected.

This role is located onsite which expects most work to be performed at a Cigna office location, but may allow for some work to be performed at home. Employees must be fully vaccinated if they choose to come onsite. Currently, due to the pandemic, we are encouraging all employee to remain working from home and all onsite meetings require a virtual option. However, we expect that this role will likely return to being performed primarily at an office location.

This position is not eligible to be performed in Colorado.

About Evernorth

Evernorth, Cigna Corporation's health services segment, exists to elevate health for all. We're building on our legacy and redefining health care as we know it. Unbiased in how we think, we create without limitation. We partner without constraints, deliver value differently and act in the interest of humanity. Solving across silos, closing gaps in care, and empowering clients, customers, and people everywhere to move onward and upward. When you work with us, you'll be empowered to solve the problems others don't, won't or can't. Join us. What difference will you make?

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.





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