Customer Engagement Strategist
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Job Description
Customer Engagement Strategist at The Cigna Group shaping experiences for customer care and behavior change. Collaborating with a cross-functional team to drive health outcomes and lower costs.
Responsibilities:
- Drive measurable behavior change by identifying, testing, and scaling high-value customer engagement opportunities aligned to business, product, and digital priorities
- Define customer-centric, data-driven engagement strategies, including target populations, use cases, channels, frequency, and success metrics
- Design and map end-to-end, multichannel customer journeys across email, SMS, push, web, mobile, and offline touchpoints
- Lead A/B/n experimentation by owning hypotheses, test briefs, measurement plans, and documented learnings
- Partner closely with product, analytics, technology, and delivery teams to execute experiments from concept through launch
- Build trusted relationships with cross-functional partners to align strategy, remove obstacles, and accelerate impact
- Translate insights into action by applying learnings to improve current campaigns and inform future strategies
- Create clear internal documentation and communications that enable alignment, transparency, and shared learning
- Manage approvals efficiently while maintaining momentum and quality
Requirements:
- Minimum 5 years of experience in consumer or customer engagement strategy across multiple channels (email, SMS, push, direct mail, agent, web, and mobile)
- Experience in product marketing, customer relationship marketing, or a closely related discipline
- Hands-on experience designing and executing direct-to-consumer behavior change initiatives
- Strong written and verbal communication skills, with the ability to influence across levels and functions
- Experience working in Agile or rapid test-and-learn environments
- Comfort partnering with data and analytics teams to support both campaign measurement and strategic planning
- Working knowledge of behavioral science principles and how they apply to customer engagement
- A collaborative, growth-oriented mindset with a proactive approach to problem solving
Benefits:
- health-related benefits including medical, vision, dental, and 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
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