Job description
Flexible Location: Bloomfield, CT, Morris Plains, NJ, Memphis, TN, St. Louis, MO, Phoenix, AZOVERVIEW :
Reporting directly to the SVP Evernorth CIO, we are looking for a passionate, innovative, mission-based leader to lead through a transformational journey. The Contact Center and Customer Interaction Technology leader is the senior executive-level technology leader responsible to establish, maintain, and implement a comprehensive technology transformation strategy across the Cigna Group. With more than 50,000 contact center agents, Contact Center Operations is by far the largest team within the Cigna Group and it handles hundreds of millions of customer, provider, client and broker interactions each year. Enriching the stakeholder experience while simplifying the environment and further digitizing workflows is a significant priority across the industry and is something that the Cigna Group has prioritized as a transformational opportunity. This strategic leader will build a new generation of contact center and customer interaction services via Public Cloud, AI, Machine Learning, and other strategic technology enablers while owning the recently initiated (Q1 of 2023) Contact Center Transformation program for Technology. This role will also provide thought leadership & independently interface with key senior leaders and stakeholders from the business, the functional operational areas, and the broader technology applications, architecture, operations and security teams.
RESPONSIBILITIES:
- Partner deeply across the business and technology organization with senior executives to strategically enable transformation and implementation.
This position provides strategic and technical leadership for delivering business capabilities, fostering, and demonstrating thought leadership and innovation with business partners and stakeholders.
- Lead a technology organization to drive significant value via our contact center transformation
- This role oversees all areas of technology spanning Contact Center and non-Digital Customer Interaction platforms, having direct oversight for:
Solution Architecture
Program and Portfolio Management
Contact Center Transformation
Application Development
Production Operations and Site Reliability Engineering
Current team will include 1000+ employees and consulting staff designing, developing, testing, releasing, maintaining, and supporting the systems required streamline, transform, and innovate the Contact Center and non-Digital Customer Interaction platforms across the Cigna Group.
REQUIRED SKILLS:
Minimum 15 years in technology leadership, healthcare domain a plus.
Experience in a wide variety of information technology disciplines.
Experience in planning (e.g. process improvement, desired application functionality, organizational structure, and planning).
Exceptional team member engagement and talent development skills
Strong written and verbal communication skills, to interact effectively with all levels of management, employees, customers, IT staff and vendors.
Considerable knowledge of and experience in managing day to day operations and staffing needs with the ability to prioritize multiple projects.
General understanding of healthcare and health insurance businesses.
Ability to actively communicate, inspire and motivate across the enterprise.
Proven ability to influence and drive consensus among decision-makers across the enterprise.
Ability to think and act strategically and proactively. Proven track record of success in senior leadership positions.
Ability to create and manage technology architectures. Expertise in IT principles and methods.
Aptitude and interest to learn new and emerging business and technologies.
Excellent written and oral communication skills, including high-level presentation abilities.
Understanding of budgeting processes and proven experience of successfully managing large technology budgets and staff.
Ability to manage vendors effectively.
Retain competency in a technical area of expertise and be a thought leader within the industry.
CRITICAL TECHNOLOGY COMPETENCIES:
Must be solution-oriented and business-minded with significant practical experience in building, delivering, and supporting technology systems.
Ability to communicate highly technical concepts in non-technical terms to be understood by stakeholders, vendors, and clients.
Ability to leverage technology expertise to influence senior leaders relative to strategy and innovation.
Deep expertise in Contact Center engineering and/or Infrastructure.
Deep expertise in Customer Data Platforms and/or Digital Marketing.
Deep expertise in Customer Data Management.
CRITICAL LEADERSHIP COMPETENCIES:
Drives Vision and Purpose – Articulates a compelling vision of the positive impact the organization can make.
Innovation & Digital First Mindset - creating better ways for the organization to be successful in a highly-complex environment and continue to drive digital first applications and strategies.
Delivers Results – Pushes team and cross functional partners to deliver needed results in tough circumstances and expedited timelines.
Action Oriented – Takes on tough challenges with sense of urgency, high energy, and enthusiasm.
Decision Quality – Makes sound and timely decisions to keep work moving forward.
Builds Effective Teams – Builds strong identity teams that apply their diverse skills and perspectives to achieve common goals.
Directs Work – Provides direction to direct reports and cross functional teams and removes barriers to getting work done.
Manages Complexity – Makes sense of complex and sometimes contradictory information to effectively solve problems.
Manages Ambiguity – Operates effectively and drives work forward even when things are not certain or there is no clear way forward.
Balances Stakeholders – Anticipates and balances the needs of multiple stakeholders across Health Services and Enterprise.
Collaborates – Quickly builds partnerships and works collaboratively with others to ensure progress.
Courage – Steps up to address difficult issues and says what needs to be said.
Instills Trust – Quickly gains confidence and trust of others through honesty, integrity, and authenticity.
Communicates Effectively – Develops and delivers multi-mode communications that convey a clear message and adapts to multiple audiences.
Situational Adaptability – Adapts approach and demeanor in real time to match the shifting demands of different situations.
If you will be working at home occasionally or permanently, the internet connection must be obtained through a cable broadband or fiber optic internet service provider with speeds of at least 10Mbps download/5Mbps upload.
About The Cigna Group
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.
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: SeeYourself@cigna.com for support. Do not email SeeYourself@cigna.com 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. These states include: Alabama, Alaska, Arizona, Arkansas, Delaware, Florida, Georgia, Hawaii, Idaho, Iowa, Kansas, Maryland, Massachusetts, Michigan, Nebraska, Ohio, Pennsylvania, Texas, Utah, Vermont, and Washington State.
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