Product Management Director – Member Experience

The Cigna Group

. Lead the design, delivery, and ongoing performance of member experiences across Pharmacy Benefit Services .

Posted 9/18/2026full-timeMorris Plains • New Jersey • United StatesLead💰 $155,300 - $258,800 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in leading the design and delivery of member experiences, with a strong focus on digital transformation, data-driven decision-making, and cross-functional collaboration. Proven ability to coach and develop teams while optimizing member journeys and enhancing customer engagement.

Highest-signal resume keywords

Product ManagementMember Experience OptimizationDigital TransformationCross-Functional LeadershipData Analytics

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Journey DesignExperience OptimizationDigital Experience DeliveryCustomer Experience PracticesComplex Initiative DeliveryStakeholder ManagementPerformance Metrics TrackingOpen Enrollment CapabilitiesAI-Enabled SolutionsSelf-Service Capabilities

Soft Skills

Excellent CommunicationStorytellingPresentation SkillsCoaching and DevelopmentCollaboration

Certifications & Qualifications

Bachelor’s DegreeMBA or Advanced Degree Preferred

Industry Keywords

Pharmacy Benefit ManagementHealthcare StrategyPayer IndustryOmnichannel EngagementCustomer Outcomes

About the role

Key responsibilities & impact

Lead the design, delivery, and ongoing performance of member experiences across Pharmacy Benefit Services
Translate the PBS Member Experience strategy and multi-year roadmap into prioritized, executable plans
Own end-to-end delivery of digital experiences, member communications, open enrollment capabilities, and supporting technology builds
Manage the member experience intake pipeline, including evaluation, scoping, sequencing, and resourcing
Partner with Business Process Owners and Technology on requirements, prioritization, and release planning
Identify and remove delivery obstacles and escalate risks and trade-off decisions
Optimize member journeys using data, analytics, member feedback, and operational insights
Partner on digital capabilities, personalization, AI-enabled experiences, and self-service solutions
Support client-specific and custom experience builds while balancing scalability
Align and influence cross-functional partners across Product, Technology, Operations, Contact Center, Clinical, Sales, Account Management, Implementation, and Marketing
Lead working sessions, governance forums, and prioritization discussions
Drive readiness, enablement, and adoption for new member-facing capabilities
Define, track, and report experience and delivery metrics
Establish processes, standards, and controls to improve delivery quality and speed
Lead, coach, and develop product managers, advisors, and experience strategists
Set team goals, provide feedback, and support career growth and development planning
Build an inclusive, collaborative environment focused on innovation and cross-team partnership

Requirements

What you’ll need

Bachelor’s degree; MBA or advanced degree preferred
8+ years of progressive experience in Product Management, Member Experience, Customer Experience, Digital Transformation, Healthcare Strategy, or related disciplines
3+ years of people leadership experience, including coaching and developing individual contributors
Demonstrated success delivering complex, cross-functional initiatives with measurable business and customer outcomes
Strong working knowledge of customer/member experience practices, journey design, product management, and experience optimization
Proven ability to influence and align partners across a complex, matrixed organization
Ability to translate strategy into execution and operate effectively across both planning and delivery
Strong analytical skills with experience using data to inform decisions and prioritize work
Excellent communication, storytelling, presentation, and stakeholder management skills
Experience with digital experiences, self-service capabilities, AI-enabled solutions, and omnichannel engagement strategies preferred
Knowledge of PBM, healthcare, pharmacy, or payer industry strongly preferred
If working at home, cable broadband or fiber optic internet service with at least 10Mbps download/5Mbps upload is required

Benefits

Comp & perks

Annual bonus eligibility
Long term incentive plan eligibility
Medical benefits
Vision benefits
Dental benefits
Well-being and behavioral health programs
401(k)
Company paid life insurance
Tuition reimbursement
Minimum of 18 days of paid time off per year
Paid holidays
Leaves of absence
Hybrid work arrangement