Agile Experience Manager

About the role

Cigna Healthcare is looking for an Agile Experience Manager to define and deliver the end-to-end stakeholder experience (Customer, Client, Provider, Claims, GOP) globally across Cigna International Health. The role reports to the Director, Strategy & Transformation and owns the experience vision, roadmap, outcomes and performance metrics, aligning business, operational, product, data and technology teams. It acts as the single point of accountability for experience outcomes in a complex, matrixed environment.

Key responsibilities

• Own end-to-end stakeholder experiences across journeys, products and touchpoints, leading an agreed portfolio of journeys, services and products while balancing global consistency with local requirements.
• Define and maintain the experience vision, strategy and roadmap, translating business and customer needs into measurable outcomes aligned with enterprise strategy.
• Define and monitor outcome-based KPIs, own financial, operational and experience performance, and establish transparent measurement and reporting frameworks.
• Align multiple Agile teams around shared outcomes, resolve dependencies and build alignment without direct line authority.
• Influence investment decisions, prioritisation, capacity allocation and roadmap sequencing, and manage experience-level investment priorities and value realisation.
• Ensure compliance with regulatory, contractual, privacy, security and governance requirements, and lead governance discussions on experience performance.
• Coach teams in experience-led ways of working and lead organisational change and adoption of experience improvements.

Required profile

• Bachelor's degree in Business, Healthcare, Technology, Engineering or a related discipline, or equivalent experience.
• 10+ years of leadership experience in complex transformation, customer experience, product, operational or technology environments.
• Experience in global, matrixed organisations and in influencing without direct authority.
• Proven experience developing strategy, roadmaps, business cases and measurable outcomes.
• Healthcare, health insurance or other regulated industry experience preferred; international and multi-market experience desirable.

Required skills

• Strong Agile delivery and transformation expertise (MBA, Master's or Agile/Product certifications such as SAFe, Scrum, Product Management, Change Management preferred).
• Strategic thinking, commercial, financial and analytical acumen.
• Excellent stakeholder management and executive communication skills.
• Strong understanding of digital platforms, data, analytics, automation and AI.

What we offer

• Competitive salary.
• Multicultural and hybrid working environment.
• Private medical insurance.
• Employee wellbeing benefits.
• Educational development program.