Customer Engagement Solutions Director - Evernorth Health Services - Hybrid

Cigna - Morristown, NJ

Full-time - Senior

Hybrid - Morristown, NJ

Insurance Carriers and Related Activities

About the position

The Customer Engagement Solutions Director (CESD) at Evernorth Health Services is responsible for architecting, implementing, and managing large enterprise customer service programs. This role combines strategic and tactical responsibilities, focusing on enhancing customer experience through innovative solutions. The CESD will lead multiple projects, provide technical support, and ensure delivery excellence while collaborating with various internal and external stakeholders.

Responsibilities

• Provide oversight to multiple projects led by various solution leads, utilizing both direct and subcontracted labor.
• Ensure managerial oversight for financial, subcontract management, and Human Capital well-being of programs and platforms, focusing on delivery excellence.
• Consult with customers and contractor personnel to formulate and review task plans and deliverables, ensuring conformance with schedules, costs, performance, and contractual obligations.
• Engage with internal teams to develop and establish Contact Center methodologies and best practices for enterprise program implementations.
• Support opportunity pursuits, including proposal response development and authoring whitepapers.
• Lead and provide technical leadership, proposing standard tools for new pursuits and existing programs.
• Identify and develop technology and partner strategies around contact centers, supporting business and operations stakeholders.
• Develop and provide presentations and demonstrations of solutions to internal and external stakeholders.
• Facilitate discussions with stakeholders and senior leaders on systems modernization using innovative delivery methodologies.
• Provide guidance and roadmap for transitioning from legacy implementation approaches to outcomes-driven approaches, including leadership and coaching.
• Manage and deliver on complex enterprise Contact Center initiatives across an enterprise portfolio.
• Provide support and guidance to internal program teams, overseeing adherence to Contact Center best practices.

Requirements

• Over 10 years of proven experience with design, development, and implementation of large enterprise Contact Center programs.
• Thorough understanding of the contact center industry technology and future growth strategies for CIGNA.
• Demonstrated knowledge and experience in transforming legacy platforms to modern customer-focused solutions.
• Seven to ten years of leadership experience in a commercial or governmental contact center environment.
• Strong analytical problem-solving skills and ability to collaborate with team members to solve problems.
• Strong written and verbal communication skills, including presentation skills to senior management and SMEs.
• PMP, ITIL, and/or solution provider certification (e.g., Genesys, Cisco, Avaya) is preferred.
• BS in Computer Science or related engineering field; Masters preferred.