Agile Experience Manager

• Strategic thinking and business leadership.
• Strong Agile delivery and transformation expertise.
• Customer-centric and outcome-driven mindset.
• Excellent stakeholder management and executive communication skills.
• Commercial, financial, and analytical acumen.
• Ability to bridge business, operational, and technology perspectives.
• Bachelor's degree in Business, Healthcare, Technology, Engineering, or related discipline, or equivalent experience.
• MBA, Master's degree, or Agile/Product certifications preferred (SAFe, Scrum, Product Management, Change Management).
• 10+ years of leadership experience in complex transformation, customer experience, product, operational, or technology environments.
• Experience operating within global, matrixed organizations and influencing without direct authority.
• Proven experience developing strategy, roadmaps, business cases, and measurable outcomes.
• Strong understanding of digital platforms, data, analytics, automation, and AI.
• Healthcare, health insurance, or other regulated industry experience preferred.
• International and multi-market experience desirable.

The Agile Experience Manager is accountable for defining and delivering the end-to-end stakeholder experience (e.g., Customer, Client, Provider, Claims, GOP) globally across Cigna International Health and reports to the Director, Strategy & Transformation.

The role owns the experience vision, roadmap, outcomes, and performance metrics, ensuring alignment across business, operational, product, data, and technology teams. Acting as the single point of accountability for experience outcomes, the Experience Manager drives measurable business value, customer satisfaction, operational excellence, and continuous improvement through influence in a complex, matrixed environment.

• Owns end-to-end stakeholder experiences across journeys, products, and touchpoints globally.
• Accountable for experience outcomes, performance, and continuous improvement.
• Leads an agreed portfolio of stakeholder journeys, services, and products.
• Operates across multiple markets and functions, balancing global consistency with local requirements.
• Influences investment decisions, prioritization, capacity allocation, and roadmap sequencing.
• Provides visibility of experience performance, risks, dependencies, and value realization.
• Acts as the integration point across Medical, Clinical, Provider, Customer Operations, Technology, Data & Analytics, Commercial, Risk, Legal, Compliance, Privacy, Security, and Change teams.

• Define and maintain the experience vision, strategy, and roadmap.
• Translate business and customer needs into measurable outcomes and priorities.
• Align experience initiatives with enterprise strategy and business objectives.
• Leverage customer insights, operational data, market trends, and emerging technologies to drive continuous improvement.
• Define and monitor outcome-based KPIs and success measures.
• Own financial, operational, and experience performance outcomes.
• Drive delivery of measurable business value through coordinated execution.
• Establish transparent measurement and reporting frameworks.
• Align multiple Agile teams around shared experience outcomes.
• Drive end-to-end flow across product, process, technology, and service layers.
• Resolve dependencies, priorities, and delivery barriers.
• Build alignment across stakeholders without direct line authority.
• Manage experience-level investment priorities and value realization.
• Balance demand based on business value, customer impact, and strategic objectives.
• Ensure compliance with regulatory, contractual, privacy, security, and governance requirements.
• Lead governance discussions related to experience performance and delivery.
• Act as a senior leader across business, operations, product, and technology stakeholders.
• Champion customer-centricity, accountability, and outcome-driven decision making.
• Coach teams in adopting experience-led ways of working.
• Lead organizational change and adoption of experience improvements.

• Improved stakeholder experience and satisfaction.
• Achievement of agreed experience, operational, and financial KPIs.
• Increased adoption of delivered capabilities.
• Reduced complexity, cycle times, and cost-to-serve.
• Strong cross-functional alignment and roadmap delivery.
• Effective management of risk, compliance, and governance obligations.

• Product Management and Product Owners
• Medical, Clinical, Provider and Customer Operations
• Technology, Architecture, Data, Analytics, Automation and AI teams
• Commercial, Finance and Market Leadership
• Risk, Legal, Compliance, Privacy and Security
• Change Readiness and Communications