Critical Tasks and Expected Contributions/Results:

Marketing & Communications

Oversees all facets of marketing, including brand positioning, digital marketing, communications, customer experience, product marketing, and go-to-market strategy.
Serves as a key member of the senior leadership team and plays a critical role in aligning marketing initiatives with overall business objectives.
Define and execute a comprehensive marketing strategy aligned with Cigna’s business goals and growth targets.
Champion customer-centric thinking across the organization.
Translate market trends and customer insights into actionable plans.
Oversee brand strategy, architecture, and messaging to ensure consistency across all touchpoints.
Protect and enhance Cigna’s reputation and market positioning.
Drive loyalty, retention, and satisfaction through data-driven customer engagement programs.
Lead digital strategy, demand generation, paid media, SEO/SEM, and content marketing.
Build and manage a high-performing marketing team.

Customer Experience Leadership

Own the end-to-end customer journey strategy across channels and lifecycle stages.
Analyse and improve customer touchpoints to ensure satisfaction, loyalty and retention.
Lead VOC (Voice of Customer) programmes, including NPS, and customer feedback loops

Market & Customer Insights

Monitor competitive landscape, emerging trends, and customer behavious.
Conduct deep market research, segmentation, and competitive analysis to uncover opportunities
Translate customer needs and market trends into actionable insights for product, marketing, and leadership teams
Build personas and journey maps that inform product design and messaging

Product & Marketing Strategy Collaboration

Partner with product and UX teams to influence roadmap prioritization based on customer insights
Market and shape value propositions, messaging, and positioning rooted in real customer needs.
Ensure go-to-market plans are aligned with audience pain points and market dynamics

Data & Metrics

Define KPIs for customer experience and market performance.
Leverage analytics to track the impact of CX and market strategy initiatives.
Report key findings and strategic recommendations to executive leadership

Key Challenges/Anticipated Changes in Environment:

Bridging the gap between brand promise (marketing) and actual customer experience.
Unifying data across platforms (CRM, web, social, support, etc) to get a 360-degree view of customer.
Managing customer expectations.
Embedding a customer-centric mindset across the organization.

Developmental Value of Position

Strategic influence at the C-Suite level.
Cross-functional leadership experience.
Mastery of Customer-Centric innovation.
Market expansion readiness

Experience/Knowledge, Education and Other Requirements:

15 + years in customer experience, marketing strategy, or product marketing roles
Proven experience leading cross-functional initiatives in customer-centric organisations
Strong knowledge of customer research methods, journey mapping, and market analysis
Experience in influencing product development and innovation
Familiarity with tools like Qualtrics, Gainsight, HubSpot, Tableau, or similar platforms
In-depth knowledge of organization's products. Establish strategic goals across the function.
Experience in B2B or tech/SaaS environments
MBA or advanced degree in marketing, strategy, or related fields

Personal Competencies Required

Exceptional communication, interpersonal, collaboration, and strategic thinking skills
Ability to make well thought through decisions, often based on limited information, that have a long term impact across the function.
Ability to organize and manage complex initiatives

About The Cigna Group

Cigna Healthcare, a division of The Cigna Group, is an advocate for better health through every stage of life. We guide our customers through the health care system, empowering them with the information and insight they need to make the best choices for improving their health and vitality. Join us in driving growth and improving lives.#J-18808-Ljbffr

Qualifications

Strategic influence at the C-Suite level
Cross-functional leadership experience
Mastery of Customer-Centric innovation
Market expansion readiness
15 + years in customer experience, marketing strategy, or product marketing roles
Proven experience leading cross-functional initiatives in customer-centric organisations
Strong knowledge of customer research methods, journey mapping, and market analysis
Experience in influencing product development and innovation
Familiarity with tools like Qualtrics, Gainsight, HubSpot, Tableau, or similar platforms
In-depth knowledge of organization's products
Experience in B2B or tech/SaaS environments
MBA or advanced degree in marketing, strategy, or related fields
Exceptional communication, interpersonal, collaboration, and strategic thinking skills
Ability to make well thought through decisions, often based on limited information, that have a long term impact across the function
Ability to organize and manage complex initiatives

Responsibilities

Marketing & Communications
Oversees all facets of marketing, including brand positioning, digital marketing, communications, customer experience, product marketing, and go-to-market strategy
Serves as a key member of the senior leadership team and plays a critical role in aligning marketing initiatives with overall business objectives
Define and execute a comprehensive marketing strategy aligned with Cigna’s business goals and growth targets
Champion customer-centric thinking across the organization
Translate market trends and customer insights into actionable plans
Oversee brand strategy, architecture, and messaging to ensure consistency across all touchpoints
Protect and enhance Cigna’s reputation and market positioning
Drive loyalty, retention, and satisfaction through data-driven customer engagement programs
Lead digital strategy, demand generation, paid media, SEO/SEM, and content marketing
Build and manage a high-performing marketing team
Customer Experience Leadership
Own the end-to-end customer journey strategy across channels and lifecycle stages
Analyse and improve customer touchpoints to ensure satisfaction, loyalty and retention
Lead VOC (Voice of Customer) programmes, including NPS, and customer feedback loops
Market & Customer Insights
Monitor competitive landscape, emerging trends, and customer behavious
Conduct deep market research, segmentation, and competitive analysis to uncover opportunities
Translate customer needs and market trends into actionable insights for product, marketing, and leadership teams
Build personas and journey maps that inform product design and messaging
Product & Marketing Strategy Collaboration
Partner with product and UX teams to influence roadmap prioritization based on customer insights
Market and shape value propositions, messaging, and positioning rooted in real customer needs
Ensure go-to-market plans are aligned with audience pain points and market dynamics
Define KPIs for customer experience and market performance
Leverage analytics to track the impact of CX and market strategy initiatives
Report key findings and strategic recommendations to executive leadership
Bridging the gap between brand promise (marketing) and actual customer experience
Unifying data across platforms (CRM, web, social, support, etc) to get a 360-degree view of customer
Managing customer expectations
Embedding a customer-centric mindset across the organization
Establish strategic goals across the function

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