OUTCOMES OPERATING

The Senior Director, Product Strategy is an enterprise leadership role responsible for identifying, shaping, and delivering digital strategies that drive measurable business value across Evernorth and The Cigna Group. This leader will focus driving business outcomes and accelerating AI servicing innovation including: scaled conversational AI, maximizing digital containment, scaling personalization, optimizing customer channel strategy, and leveraging platform and data to improve customer experiences and business outcomes.
Operating across products, customer journeys, business lines, and digital capabilities, this role serves as a strategic connector between customer needs, enterprise priorities, product teams, operations, engineering, data, and business leaders. The Senior Director is responsible for identifying enterprise-wide opportunities, aligning stakeholders around shared priorities, and ensuring digital investments are focused on the highest-value outcomes for customers and the business.
DUTIES AND RESPONSIBILITIES

• Define Enterprise Digital Strategy
  • Establish and lead enterprise digital strategies focused on OpEx reduction, digital containment, call deflection, channel optimization, conversational AI, and analog-to-digital transformation
  • Identify high-value opportunities that can scale across lines of business and customer journeys
  • Translate business priorities into strategic roadmaps, investment recommendations, and measurable outcomes
  • Develop long-term strategies that align customer, business, and enterprise objectives
• Drive Enterprise Prioritization & Value Delivery
  • Lead cross-functional prioritization efforts to ensure investments are aligned to the highest-value opportunities
  • Define business cases, success measures, and value realization frameworks
  • Guide tradeoff decisions across competing priorities to maximize enterprise impact
  • Ensure initiatives deliver measurable improvements in customer experience, operational efficiency, and business performance
• AI, Personalization & Digital Innovation
  • Lead development of strategies that leverage AI, data, automation, and personalization to improve customer experiences
  • Identify opportunities to accelerate adoption of AI-assisted experiences and intelligent channel engagement
  • Stay ahead of market trends, emerging technologies, and customer expectations to drive innovation
  • Partner with enterprise teams to scale reusable capabilities across multiple customer experiences
• Customer Journey & Channel Strategy
  • Define end-to-end channel strategies across digital and non-digital touchpoints
  • Drive improvements in digital adoption, containment, and customer self-service experiences
  • Partner with business leaders to optimize customer journeys and reduce friction across experiences
  • Ensure digital strategies improve access, engagement, and outcomes for customers and patients
• Enterprise Leadership & Cross-Functional Alignment
  • Serve as a strategic advisor to senior leaders across product, engineering, operations, customer engagement, and business organizations
  • Align stakeholders around enterprise priorities, value measures, and execution plans
  • Strengthen governance, accountability, and decision-making processes across initiatives
  • Drive collaboration across highly matrixed teams to accelerate execution and enable enterprise scale
• Data-Driven Decision Making
  • Leverage customer, operational, financial, and behavioral data to inform strategy and investment decisions
  • Evaluate performance against business outcomes and success measures
  • Use insights to continuously refine prioritization, roadmap decisions, and strategic investments
  • Champion a culture of measurement, experimentation, and continuous improvement
• Team Leadership & Talent Development
  • Lead and develop a high-performing strategy team
  • Foster a culture of innovation, accountability, collaboration, and customer focus
  • Build strategic capabilities that support enterprise growth and transformation

QUALIFICATIONS

• 10+ years leading digital strategy, product strategy, transformation, customer experience, or related enterprise initiatives
• Experience building enterprise strategies that drive measurable business outcomes, operational efficiencies, and customer experience improvements
• Demonstrated success leading large-scale digital transformation, channel optimization, personalization, and AI-enabled initiatives
• Strong understanding of customer journeys, digital engagement, and omnichannel experience strategies
• Proven ability to influence senior executives and align stakeholders across complex organizations
• Experience partnering across product, engineering, operations, analytics, and business teams
• Strong strategic, analytical, and financial acumen with the ability to translate data into actionable recommendations
• Healthcare, pharmacy, or payer experience strongly preferred
• Experience operating in large, highly matrixed organizations

LEADER EXPECTATIONS
As a top leader in the digital space, we are innovating and driving our product organization forward. Leaders and teams are expected to operate as trusted collaborators - connecting priorities across the organization in partnership with their engagement and platform peers, applying systems thinking, leveraging AI and emerging capabilities, and using data-driven insights to drive aligned decisions and measurable outcomes.
If you will be working at home occasionally or permanently, the internet connection must be obtained through a cable broadband or fiber optic internet service provider with speeds of at least 10Mbps download/5Mbps upload.
For this position, we anticipate offering an annual salary of 183,500 - 305,800 USD / yearly, depending on relevant factors, including experience and geographic location.
This role is also anticipated to be eligible to participate in an annual bonus and long term incentive plan.
At The Cigna Group, you'll enjoy a comprehensive range of benefits, with a focus on supporting your whole health. Starting on day one of your employment, you'll be offered several health-related benefits including medical, vision, dental, and well-being and behavioral health programs. We also offer 401(k), company paid life insurance, tuition reimbursement, a minimum of 18 days of paid time off per year, paid holidays, and leaves of absence. For more details on our employee benefits programs, click here.
About The Cigna Group
Doing something meaningful starts with a simple decision, a commitment to changing lives. At The Cigna Group, we're dedicated to improving the health and vitality of those we serve. Through our divisions Cigna Healthcare and Evernorth Health Services, we are committed to enhancing the lives of our clients, customers and patients. Join us in driving growth and improving lives.
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 need a reasonable accommodation to complete the online application process, please email seeyourself@thecignagroup.com for assistance. Please note that this email inbox is dedicated to accommodation requests only and cannot provide application updates or accept resumes.
The Cigna Group has a tobacco-free policy and reserves the right not to hire tobacco/nicotine users in states where that is legally permissible. Candidates in such states who use tobacco/nicotine will not be considered for employment unless they enter a qualifying smoking cessation program prior to the start of their employment. These states include: Alabama, Alaska, Arizona, Arkansas, Delaware, Florida, Georgia, Hawaii, Idaho, Iowa, Kansas, Maryland, Massachusetts, Michigan, Nebraska, Ohio, Pennsylvania, Texas, Utah, Vermont, and Washington State.
Qualified applicants with criminal histories will be considered for employment in a manner consistent with all federal, state and local ordinances.