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Chief Operating Officer
The Cigna Group. Build the vision and strategy for the future Global Individual Health customer experience and execute the multi-year transformation .
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in leading large-scale business transformation initiatives and enhancing customer experience within a global and matrixed environment. Possesses strong financial acumen and the ability to drive operational excellence through strategic thinking and stakeholder engagement.
Highest-signal resume keywords
Business Transformation LeadershipCustomer Experience EnhancementStakeholder EngagementOperational ExcellenceStrategic Thinking
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Business TransformationOperational Process ImprovementPerformance Metrics EstablishmentData-Driven Decision-MakingFinancial AcumenCustomer Experience StrategyService Proposition DesignAutomation ImplementationDigital InnovationRegulatory Compliance
Soft Skills
People ManagementCollaborationInfluencing SkillsAnalytic SkillsResults-Oriented Execution
Certifications & Qualifications
MBA
Industry Keywords
HealthcareConsumer FinanceGlobal OperationsMatrixed EnvironmentCustomer Obsession
About the role
Key responsibilities & impact- Build the vision and strategy for the future Global Individual Health customer experience and execute the multi-year transformation
- Design and implement a differentiated service proposition based on segment needs, competitors and the role of GIH brokers
- Maintain global connectivity to leverage enterprise and International Health capabilities and assets
- Shape and oversee the systems, processes and people supporting operations
- Manage daily business operations and improve operational-process efficiency
- Work with Customer Office SLT peers and teams to drive adoption of initiatives and programs supporting business growth
- Lead transformation initiatives across operations, technology and customer experience
- Drive continuous improvement through automation, digital innovation and data-driven decision-making
- Establish performance metrics and governance frameworks to monitor operational effectiveness and customer outcomes
- Foster accountability, collaboration, innovation and customer obsession
- Report to the Chief Customer Officer, International Health
Requirements
What you’ll need- Significant experience building and leading successful teams in a global and matrixed environment
- Proven track record of owning and enhancing the complete customer experience
- Extensive stakeholder engagement experience, both internally and externally
- Strategic thinking combined with technical knowledge and a track record of delivery
- Strong understanding of how a retail business model operates
- Relevant sector experience in healthcare, consumer finance or a similar regulated environment is preferred
- MBA or degree level education is preferred
- Demonstrated success leading large-scale business transformation and operational change initiatives
- Strong financial and commercial acumen, balancing customer experience, operational excellence and business performance
- Experience leading complex organizations through growth, change and modernization
- Global mindset and cultural sensitivity to a diverse international workforce
- Ability to lead and influence decision-making at a senior level
- Strong people management capabilities
- Excellent analytic and synthesizing skills
- Results-oriented execution and ability to make rapid decisions
- Executive presence and ability to influence across multiple stakeholder groups
- Ability to lead through ambiguity and navigate complex organizational environments
- Passion for transformation, innovation and continuous improvement
Benefits
Comp & perks- Competitive executive compensation and benefits package
- Wellbeing support tailored to local market practices
- Financial support tailored to local market practices
- Family support tailored to local market practices
- Career growth within a global organization
- Collaboration with senior leaders and high-performing teams