Customer Experience And Retention Pharmacy Lead (Program Management Senior Advisor)

Cigna Birmingham , AL 35202

Posted 2 months ago

Customer Experience and Retention Pharmacy Lead (Program Management Senior Advisor)

Customer Experience and Retention Pharmacy Lead will develop and enhance the Part D experience of Medicare Part D Plan (PDP) and Medicare Advantage Prescription Drug Plan (MAPD) customers. Medicare is an exciting and dynamic growth engine of Cigna with a strong focus on the customer. Your role will be to develop the strategic customer roadmap, make recommendations in combining experiences from multiple areas, lead the experience side of a customer's Part D lifecycle, partnering with both digital experience and analytic teams, and influence best practices in operations.

Cigna Medicare is a health service company dedicated to helping people improve their health, well-being and peace of mind. And we have the privilege of serving an older population, one that is often under-served. We care about our customers' well-being, and we also care about your well-being too. That's why when you work with us, you can count on a different kind of career - you'll make a difference, learn a lot, and share in changing the way people think about healthcare.

Responsibilities

  • Creating and executing a multiyear customer engagement strategy, including customer insights, a customer journey roadmap, customer segmentation, retention strategy, and engagement plan.

  • Partner with the capabilities and portfolio teams to influence investments in systems, offerings, and resources.

  • Advocate for customer needs within the Medicare Pharmacy space and drive solutions.

  • As a part of the Medicare Customer Experience department, utilize the team to help support Pharmacy functions - including: quantitative and qualitative research, operational improvements, customer engagement, customer communications, retention, and customer centricity.

  • Share best practices across lines of businesses and ensure the customer experience is at the forefront of decision-making as multiple areas combine in the coming years.

  • Partner with Digital experience to champion enhancements, including electronic EOBs, portal improvements, and best practices from other areas of the company.

  • Act as the Medicare pharmacy subject matter expert for the customer experience of cross selling and upselling, especially during the post-sale timeframe. Help prioritize needed capabilities within Medicare and advocate for investments on the roadmap.

  • Develop customer lifetime values, movement analysis, segmentation, and lifecycle opportunities in partnership with analytic teams.

Qualifications

  • 7 years' experience in health care, with specific expertise in strategy, customer experience, or retention preferred

  • Strong orientation to customer needs, experience with Medicare Advantage or Medicare Part D customers preferred

  • Strong business acumen, with proven ability to leverage knowledge base to quickly come up to speed in new business areas

  • Ability to champion work for other departments and push projects along

  • Strong communication skills, able to advocate in front of senior leaders

  • Proven problem solving skills, including the ability to realistically assess situations, gather relevant information, identify root causes, and make recommendations for solutions

  • Excellent implementation skills by creating strategic plans to move projects and the organization forward, setting effective goals, implementing action plans, and evaluating process and results.

  • Demonstrates ability to work in a highly matrixed and rapidly changing environment

This position is not eligible to be performed in Colorado.

About Cigna

Cigna Corporation exists to improve lives. We are a global health service company dedicated to improving the health, well-being and peace of mind of those we serve. Together, with colleagues around the world, we aspire to transform health services, making them more affordable and accessible to millions. Through our unmatched expertise, bold action, fresh ideas and an unwavering commitment to patient-centered care, we are a force of health services innovation. When you work with us, or one of our subsidiaries, you'll enjoy meaningful career experiences that enrich people's lives. What difference will you make?

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.

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Customer Experience And Retention Pharmacy Lead (Program Management Senior Advisor)

Cigna