The Cigna Group · 1 day ago
Senior Director, Product Experience Strategy
United States
Full-time
Remote
Senior Level, Lead/Staff
$184K/yr - $306K/yr
10+ years expThe Cigna Group is dedicated to improving the health and vitality of those they serve. They are seeking an innovative leader to define their end-to-end Experience North Star and modernize product design and delivery, focusing on elevating core experiences for patients, clients, providers, and employees.
CommercialHealth CareHospitalInsuranceMedical
Responsibilities
Articulate and socialize an Experience North Star- including target‑state journeys for MDLIVE’s core audiences (patients, clients, providers, employees)—partnering closely with leaders across marketing, product, strategy, operations, and clinical functions to ensure coherence and alignment across the entire experience continuum
Introduce and mature an AI‑enabled prototyping capability that supports faster insight‑generation and smoother transitions from prototype to pilot
Strengthen key journey performance indicators (e.g., overall ease, task success, activation/adoption) by improving clarity, reducing friction, and enhancing the human experience across touchpoints
Establish experience governance and a shared measurement framework that links journey‑level signals with product, operational, and clinical outcomes
Begin operationalizing AI teammates and agentic workflows within discovery and service journeys, ensuring appropriate safety, ethical, and clinical guardrails
Partner across MDLIVE, Home Delivery, and Virtual Care to identify end‑to‑end experience opportunities and shape new pathways for growth, differentiation, and cross‑business value
Define the MD Live experience strategy and translate it into a product‑aligned roadmap spanning digital, physical, clinical, and operational touchpoints
Lead experience governance to ensure coherence and reduce fragmentation across product, engineering, operations, clinical, and marketing teams
Facilitate cross‑functional tradeoff decisions and maintain alignment across journeys and product lines
Lead development of journey maps, service blueprints, ecosystem diagrams, and end‑to‑end experience architectures as core inputs to product discovery
Surface backstage gaps, cross‑product dependencies, and operational enablers; orchestrate sequencing to unlock end‑to‑end value
Embed AI teammates and agentic workflows into product operations, including research synthesis, scenario simulation, content generation, prediction, and guidance
Build a rapid‑prototyping studio (genAI, design tech, simulation) to accelerate concept testing and de‑risk investment decisions
Establish and operationalize responsible AI principles for patient/member‑facing interactions and internal decision support
Oversee research and analytics to establish an Experience Measurement Framework that links experience KPIs with product and operational outcomes
Ensure insights directly inform epics, prioritization, sequencing, and acceptance criteria
Qualification
Required
10+ years in product strategy, product management, experience strategy, or service design
Proven experience leading end‑to‑end experience transformation and AI‑accelerated product discovery/prototyping
Deep fluency in journey mapping, service blueprinting, human‑centered design, product analytics, and responsible AI principles
Strong executive presence and influence, with a track record of aligning diverse teams around outcome‑based roadmaps
Preferred
Bachelors degree preferred
healthcare/digital health experience a plus
Benefits
Medical
Vision
Dental
Well-being and behavioral health programs
401(k)
Company paid life insurance
Tuition reimbursement
A minimum of 18 days of paid time off per year
Paid holidays
Company
The Cigna Group
The Cigna Group is a healthcare firm that focuses on providing hospital services and innovative solutions for better health.
10001+ employees
Funding
Current Stage
Late StageLeadership Team
David Cordani
Chairman and Chief Executive Officer
Michele Berg
CEO Communications
Recent News
2026-01-25
2026-01-06
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