Cigna - Austin, TX
posted 5 months ago
As the Director of Digital Customer Engagement Delivery Strategy & Self-Service Success at Cigna, you will be a visionary leader responsible for spearheading the development and execution of a comprehensive customer engagement delivery model. This role is pivotal in defining and evolving the operational framework that ensures efficient and effective customer engagement across various digital channels. You will lead a dynamic new team, focusing on automating communication methods for enterprise customers, ensuring interoperability between communications and digital experiences, and enhancing campaign deployment through pull-through journeys. Your leadership will drive conversion uplift, increase speed to market, and ensure scalability across all engagement delivery processes. In this role, you will serve as a crucial link between the customer data platform product, customer engagement strategy, analytics, and delivery teams. You will be tasked with developing and implementing channel strategies across SMS, Push, Print, Email, and more, while leveraging voice of the customer insights and program performance monitoring to identify opportunities for improvement. Your efforts will also include implementing AI-driven efficiencies and establishing processes for tracking QR codes, universal links, and other communication tools to support strategic experiments and communication launches. You will curate and lead a team dedicated to self-service customer success and account management, ensuring business partner readiness and supporting teams throughout their self-service journey. Building and nurturing relationships with business leaders across the organization will be essential to create a seamless self-service ecosystem that enhances customer experiences. You will also be responsible for managing stakeholder priorities, promoting team culture, and fostering an inclusive environment that empowers your team to excel in their roles. Your strategic vision will guide the transformation of business ideas into actionable digital experiences, ensuring alignment with customer needs and organizational goals.