CX Digital Presence & Technology Manager

Role title: CX Digital Presence & Technology lead

The CX Digital Presence & Technology role is a hybrid of Customer Experience (CX) strategy, digital ecosystem management, and technology enablement. It bridges customer-centric thinking, digital interface design, and technology coordination, ensuring that the customer journey across digital touchpoints is seamless, intuitive, and measurable.

Role Summary

We are looking for a collaborative tech savvy professional to manage and evolve our CX Digital Presence across web and app platforms as part of our customer experience strategy. This role will be responsible for the performance of our websites and related digital tools shaping and driving the experience behind the organization’s digital customer touchpoints and ensuring they align with business goals. This role involves working across teams to deliver exceptional experiences. You’ll act as a key liaison between product, delivery, design, technology and marketing, to ensure seamless integration and evolution of digital experiences with a focus on customer needs and data-driven decision-making.

Key Responsibilities:

Digital Experience Management

• Own the strategy, design, and performance of customer-facing digital platforms (website, mobile apps, customer portals, etc.)

• Support with UX/UI personalization, and accessibility across digital touchpoints

• Optimize digital journeys for healthcare programs enrolment, engagement, conversion, and retention

Technology & Platforms

• Partner with IT, data, and product teams to implement and evolve CRM, CMS, CDP, and analytics tools

• Stay ahead of digital and CX tech trends (AI chatbots, self-service tools, voice/UI, etc.)

• Manage integrations across digital tools to enable unified customer journeys

Data & Insights

• Leverage digital analytics, VOC (Voice of Customer), and behavioral data to inform CX strategies

• Translate insights into actionable enhancements for digital channels to improve our digital experience

Cross-functional Leadership

• Collaborate with Product, Marketing, Design, and IT to ensure aligned digital and CX roadmaps

• Serve as the customer advocate in technical or platform decisions

• Lead vendor management, agency collaboration, and platform evaluations

Qualifications:

• 7–10 years in digital experience, CX, digital product, or website management

• Strong understanding of CX principles, UX/UI best practices, and agile delivery

• Strong algorithmic thinking and logical problem-solving skills, able to conceptualise how digital systems and workflows interact, particularly in app ad tool ecosystems. (tech feasibility + CX goals)

• Hands-on experience with Apps/ Martech/CRM platforms (e.g., React, Salesforce, Adobe, Contentful)

• Ability to analyse and map out customer journeys through digital tools and identify opportunities to optimise logic, automation or feature behaviour

• Familiarity with analytics (GA4, Adobe)

• Excellent cross-functional collaboration and communication skills

• Strategic thinker with strong project management and execution capability

About Cigna Healthcare

Cigna Healthcare, a division of The Cigna Group, is an advocate for better health through every stage of life. We guide our customers through the health care system, empowering them with the information and insight they need to make the best choices for improving their health and vitality. 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: SeeYourselfEMEA@cigna.com for support. Do not email SeeYourselfEMEA@cigna.com for an update on your application or to provide your resume as you will not receive a response.