[Hiring] Stakeholder Experience Advisor @The Cigna Group

Role Description

Turn stakeholder feedback into meaningful improvements for the people and organizations we serve. Join a team that brings ambition, compassion, and expertise to every stakeholder interaction. As a Stakeholder Experience Advisor, you will serve as a strategic partner and internal consultant, connecting feedback, data, and business insight to practical recommendations. You will help leaders understand stakeholder needs, improve experiences, and strengthen service delivery, operations, and business outcomes across employees, members, providers, clients, employers, brokers, and other key groups.

• Lead current-state and future-state journey mapping across stakeholder experiences, identifying moments that matter, pain points, operational friction, handoff issues, and ownership gaps.
• Translate journey insights into prioritized opportunities that improve service, processes, and stakeholder outcomes, and define measures that connect experience results to business goals.
• Combine insights from surveys, complaints, escalations, audits, operational metrics, and other listening channels to identify themes, root causes, emerging risks, and improvement opportunities.
• Create clear business narratives, recommendations, dashboards, scorecards, and executive-ready materials that support strategic and operational decisions.
• Advise and facilitate cross-functional leaders as they set priorities, build action plans, and evaluate whether experience initiatives are delivering measurable improvement.
• Strengthen experience management frameworks, taxonomies, standards, measurement strategies, governance, action tracking, and repeatable continuous improvement practices.
• Maintain knowledge of survey platforms, deployment processes, participant identification, reporting workflows, and listening infrastructure to support continuity, testing, quality assurance, troubleshooting, and implementation.
• Adapt across lines of business and stakeholder groups as priorities evolve, while building scalable listening and experience intelligence capabilities.

Qualifications

• At least 5 years of experience in customer or stakeholder experience, experience management, journey mapping, service design, business consulting, experience analytics, operational excellence, healthcare operations, behavioral health operations, or a related field.
• Experience using qualitative and quantitative information to identify insights and recommend practical actions.
• Knowledge of survey methods, voice-of-customer programs, stakeholder listening practices, and experience measurement.
• Experience facilitating meetings, workshops, or stakeholder discussions and influencing outcomes without direct authority.
• Strong written and verbal communication skills, including the ability to explain complex findings clearly to leaders at different organizational levels.
• Ability to connect stakeholder needs, processes, systems, and business outcomes through systems thinking and analytical problem solving.

Requirements

• Experience leading journey mapping, service design, or moments-that-matter initiatives.
• Experience with Tableau, Power BI, Power Platform, or similar reporting and analytics tools.
• Experience supporting healthcare, behavioral health, service operations, or customer experience programs.
• Experience developing executive presentations and business recommendations.

Benefits

• Annual salary of 93,200 - 155,400 USD / yearly, depending on relevant factors, including experience and geographic location.
• Eligibility to participate in an annual bonus plan.
• Comprehensive range of health-related benefits including medical, vision, dental, and well-being and behavioral health programs.
• 401(k) and company paid life insurance.
• Tuition reimbursement.
• A minimum of 18 days of paid time off per year, paid holidays, and leaves of absence.

Company Description

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.