Customer Engagement Strategist

4 weeks ago

Santa Monica, California, United States The Cigna Group Full time

**Job Description**

The Digital Engagement team at The Cigna Group is dedicated to driving behavior change and enabling customers to access the health services they need, when they need them, to optimize health outcomes and lower cost of care.

The team is comprised of a cross-functional group of resources with deep domain expertise who leverage the Agile framework to manage healthcare customer communication projects of high value and high potential.

As a key member of the Digital Engagement team, the Customer Engagement Strategist will lead enterprise customer communication strategy, including new customer onboarding, feature updates, personalized offers & invitations to join specialty programs.

The ideal candidate will be responsible for driving behavior change experimentation through highly personalized and targeted communications.

**Key Responsibilities:**

  • Identify new opportunities as they relate to Digital Engagement team objectives and KPIs.
  • Define customer-centric, data-driven strategies for each opportunity, including use case, targeted population, channel & frequency and measurement plan.
  • Design multichannel campaign workflow and journey.
  • Document scope, lead specific A/B/n tests, own hypotheses and test briefs.
  • Drive end-to-end experiment execution with cross-functional team and maintain cross-functional alignment.
  • Provide strategic direction from concept/test brief to launch/execution plan for the entire team.
  • Manage learnings and insights; apply learnings to existing and future experiments and campaigns.
  • Develop internal documentation and communication, which may involve conducting training sessions.
  • Manage and obtain approvals.

**Required Skills:**

  • 6+ years experience in leading consumer engagement strategy and design across multiple channels (email, SMS, push, direct mail, agent, web and mobile experiences).
  • Hands on experience of executing direct to consumer behavior change initiatives.
  • Outstanding verbal and written communication skills and ability to communicate and influence across all levels of organization.
  • Experience leading in Agile and rapid test and learn environment.
  • Experience working with data and analytics teams, for both tactical campaign measurement and strategic planning.
  • Knowledge of behavioral science principles.
  • Excels in an iterative, collaborative environment with multiple matrixed partners.
  • Creative, proactive approach to problem solving with a growth mindset.

**Preferred Skills:**

  • Experience using Confluence, Jira, Figma, Aurelius, and Tableau.
  • Experience working with Customer Data Platforms and/or Customer Relationship Management tools such as Teradata, Redpoint Interactive or Braze.
  • Experience working with communications delivery and execution teams.

The Cigna Group offers a comprehensive range of benefits, with a focus on supporting your whole health. Starting on day one of your employment, you'll be offered several health-related benefits including medical, vision, dental, and well-being and behavioral health programs. We also offer 401(k) with company match, company paid life insurance, tuition reimbursement, a minimum of 18 days of paid time off per year and paid holidays. For more details on our employee benefits programs, visit Life at Cigna Group .

**About The Cigna Group**

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.

Qualified applicants will be considered without regard to race, color, age, disability, sex, childbirth (including pregnancy) or related medical conditions including but not limited to lactation, sexual orientation, gender identity or expression, veteran or military status, religion, national origin, ancestry, marital or familial status, genetic information, status with regard to public assistance, citizenship status or any other characteristic protected by applicable equal employment opportunity laws.

If you require reasonable accommodation in completing the online application process, please email: for support. Do not email for an update on your application or to provide your resume as you will not receive a response.

The Cigna Group has a tobacco-free policy and reserves the right not to hire tobacco/nicotine users in states where that is legally permissible. Candidates in such states who use tobacco/nicotine will not be considered for employment unless they enter a qualifying smoking cessation program prior to the start of their employment.

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