Agile Experience Manager - Cigna Healthcare
Cigna · Madrid
About Cigna Healthcare
Cigna Healthcare is a global health service company dedicated to transforming healthcare. With roots in the U.S. and operations in over 30 countries, we serve more than 180 million customers and patients worldwide. Ranked 13th on the Fortune 500 in 2025, Cigna is recognized as one of the most trusted and influential names in the industry.
Our mission is to improve the health, well-being, and peace of mind of those we serve.
Join our globally recognized brand, where trust, communication, and a positive culture are at the core of everything we do. Our leadership is consistent, approachable, and supportive-ensuring your well-being and work-life balance.
We're looking for individuals who thrive in collaborative environments, are passionate about meaningful change, and want to grow in a company that puts people first.
At Cigna, you'll be part of a purpose-driven team that values innovation, compassion, and impact. Whether you're shaping better care experiences or supporting customers through life's key moments, your work will matter.
Grow with us-and help shape the future of healthcare.
Overview
The Agile Experience Manager is accountable for defining and delivering the end-to-end stakeholder experience (e.g., Customer, Client, Provider, Claims, GOP) globally across Cigna International Health and reports to the Director, Strategy & Transformation.
The role owns the experience vision, roadmap, outcomes, and performance metrics, ensuring alignment across business, operational, product, data, and technology teams. Acting as the single point of accountability for experience outcomes, the Experience Manager drives measurable business value, customer satisfaction, operational excellence, and continuous improvement through influence in a complex, matrixed environment.
Scope & Positioning
- Owns end-to-end stakeholder experiences across journeys, products, and touchpoints globally.
- Accountable for experience outcomes, performance, and continuous improvement.
- Leads an agreed portfolio of stakeholder journeys, services, and products.
- Operates across multiple markets and functions, balancing global consistency with local requirements.
- Influences investment decisions, prioritization, capacity allocation, and roadmap sequencing.
- Provides visibility of experience performance, risks, dependencies, and value realization.
- Acts as the integration point across Medical, Clinical, Provider, Customer Operations, Technology, Data & Analytics, Commercial, Risk, Legal, Compliance, Privacy, Security, and Change teams.
Key Responsibilities
Experience Strategy & Vision
- Define and maintain the experience vision, strategy, and roadmap.
- Translate business and customer needs into measurable outcomes and priorities.
- Align experience initiatives with enterprise strategy and business objectives.
- Leverage customer insights, operational data, market trends, and emerging technologies to drive continuous improvement.
Outcome Delivery & Performance
- Define and monitor outcome-based KPIs and success measures.
- Own financial, operational, and experience performance outcomes.
- Drive delivery of measurable business value through coordinated execution.
- Establish transparent measurement and reporting frameworks.
Cross-Functional Leadership
- Align multiple Agile teams around shared experience outcomes.
- Drive end-to-end flow across product, process, technology, and service layers.
- Resolve dependencies, priorities, and delivery barriers.
- Build alignment across stakeholders without direct line authority.
Financial, Risk & Governance Management
- Manage experience-level investment priorities and value realization.
- Balance demand based on business value, customer impact, and strategic objectives.
- Ensure compliance with regulatory, contractual, privacy, security, and governance requirements.
- Lead governance discussions related to experience performance and delivery.
Leadership & Influence
- Act as a senior leader across business, operations, product, and technology stakeholders.
- Champion customer-centricity, accountability, and outcome-driven decision making.
- Coach teams in adopting experience-led ways of working.
- Lead organizational change and adoption of experience improvements.
Key Success Outcomes
- Improved stakeholder experience and satisfaction.
- Achievement of agreed experience, operational, and financial KPIs.
- Increased adoption of delivered capabilities.
- Reduced complexity, cycle times, and cost-to-serve.
- Strong cross-functional alignment and roadmap delivery.
- Effective management of risk, compliance, and governance obligations.
Required Competencies
- Strategic thinking and business leadership.
- Strong Agile delivery and transformation expertise.
- Customer-centric and outcome-driven mindset.
- Excellent stakeholder management and executive communication skills.
- Commercial, financial, and analytical acumen.
- Ability to bridge business, operational, and technology perspectives.
Education & Experience
- Bachelor's degree in Business, Healthcare, Technology, Engineering, or related discipline, or equivalent experience.
- MBA, Master's degree, or Agile/Product certifications preferred (SAFe, Scrum, Product Management, Change Management).
- 10+ years of leadership experience in complex transformation, customer experience, product, operational, or technology environments.
- Experience operating within global, matrixed organizations and influencing without direct authority.
- Proven experience developing strategy, roadmaps, business cases, and measurable outcomes.
- Strong understanding of digital platforms, data, analytics, automation, and AI.
- Healthcare, health insurance, or other regulated industry experience preferred.
- International and multi-market experience desirable.
Key Stakeholder Relationships
- Product Management and Product Owners
- Medical, Clinical, Provider and Customer Operations
- Technology, Architecture, Data, Analytics, Automation and AI teams
- Commercial, Finance and Market Leadership
- Risk, Legal, Compliance, Privacy and Security
- Change Readiness and Communications
Why You'll Love Working here
Competitive salary
Multicultural and hybrid working environment
Private Medical Insurance
Employee Wellbeing Benefits
Educational Development Program
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.