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

$152,300 - $253,300/Yr

Cigna - Denver, CO

Full-time - Director

Hybrid - Denver, CO

5,001-10,000 employees

Insurance Carriers and Related Activities

About the position

The Director of Digital Customer Engagement Delivery Strategy & Self-Service Success at Cigna is a visionary leadership role focused on enhancing customer engagement through digital strategies and operational excellence. This position involves leading a new team to define and evolve the customer engagement delivery model, implementing automated communication methods, and ensuring seamless integration of digital experiences. The director will spearhead efforts to improve conversion rates, speed to market, and scalability of engagement delivery, while also fostering relationships across the organization to create a self-service ecosystem that enhances customer experiences.

Responsibilities

• Lead a new team to define and evolve the Customer Engagement delivery operating model.
• Implement quick wins and execute a high-level roadmap for automated customer communication targeting.
• Spearhead efforts to enable conversion uplift and ensure automation and scalability in engagement delivery.
• Develop and implement channel strategies including SMS, Push, Print, and Email.
• Monitor program performance and identify opportunities for AI-driven efficiencies.
• Create a strategy for process, change management, governance, and tech enablement for self-service.
• Curate and lead a team dedicated to driving business partner readiness and onboarding.
• Build relationships with business leaders to connect stakeholders in a self-service ecosystem.
• Represent the team and craft, ensuring alignment with business needs and customer voice.
• Manage stakeholder priorities and support team culture and development.

Requirements

• 10 years' experience managing communications delivery/campaign execution teams in a MarTech or software delivery environment.
• Demonstrated results in leading and empowering teams, coaching talent, and aligning team culture with company values.
• Proficiency in data platforms, specifically CDPs, and other key MarTech platforms.
• Functional knowledge of campaign operations, customer journey development, and analytics.

Nice-to-haves

• Healthcare experience is a bonus.
• Experience with digital communication fulfillment platforms.

Benefits

• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Tuition reimbursement