Managing Director, Experience Enablement

Position Summary

The Managing Director, Experience Enablement is a visionary leader responsible for architecting and executing a comprehensive enablement strategy that empowers frontline teams to deliver exceptional service for The Cigna Group customers. Reporting to the Vice President, Workforce Management & Strategy Analytics, this role oversees a broad portfolio including coaching, quality, curriculum design and delivery, knowledge management, new hire onboarding, and operational readiness.

With a focus on innovation and scalability, the Managing Director leads the development of leading-edge learning experiences and enablement strategies that support a global workforce. This role requires a strong understanding of adult learning theory and the ability to envision how technological innovation will shape the learning landscape going forward. The role also serves as a strategic partner to cross-functional senior leaders, aligning enablement initiatives with business strategy, regulatory requirements, and evolving complex customer service models.

Responsibilities:

• Develop and communicate a compelling, actionable vision for the future of learning that serves as a catalyst for innovation across technology, product development, and organizational strategy.
• Champion the use of innovative tools and technologies to support a scalable, virtual learning environment.
• Proactively monitor and assess emerging technology and learning trends to determine relevance and potential for internal adoption.
• Oversee the design and delivery of high impact training programs, including onboarding, upskilling, and development.
• Design a coaching framework that drives frontline excellence and continuous improvement and partner with operations leaders to embed coaching into daily workflows and performance management.
• Advance the organization’s knowledge management strategy and approach to support dynamic content delivery, self-service learning, and operational agility. Oversee content creation to ensure compliance with internal and external controls.
• Provide strategic input across the knowledge exchange product team and matrix partners who represent the knowledge exchange user community. Advance knowledge and application efficacy through the intentional and thoughtful deployment of GenAI and other emerging technologies.
• Lead the strategic redesign of the call experience and customer service Quality Assurance (QA) models, with a focus on predictive, precise, and data-driven outcomes at the agent level.
• Leverage Generative AI and emerging technologies to transform quality frameworks across coaching models, QA teams, tools, and processes. Drive a shift toward real-time and forward-looking insights that empower individual agent performance and uncover broader experience trends.
• Ensure operational readiness for new initiatives, product launches, and process changes through structured enablement planning and execution.
• Apply structured change management approaches to ensure successful adoption of new tools, processes, and learning programs.
• Leverage innovation and best practices from global service providers to enhance internal capabilities and service delivery.
   

Qualifications

• 15+ years of progressive leadership experience in operations enablement, learning & development, or related fields.
• Proven success leading large-scale enablement or transformation initiatives.
• Global experience (GSPs and/or global capability centers)
• Experience redesigning or developing call experience and customer service Quality Assurance (QA) models, with a focus on predictive, precise, and data-driven outcomes at the agent level.
• Ability to leverage generative AI and emerging technologies to transform quality frameworks across coaching models, QA teams, tools, and processes. Drive a shift toward real-time and forward-looking insights that empower individual agent performance and uncover broader experience trends.
• Deep knowledge of adult learning principles, instructional design, and virtual learning technologies.
• Strong analytical capabilities, with a track record of delivering measurable outcomes.
• Proven success in a healthcare or customer service environment, preferably within a customer care center.
• Effectiveness leading in a highly matrixed environment.  
• Executive presence with the ability to influence at all levels of the organization.
• Strong project management and change leadership capabilities.
• Exceptional communication, collaboration, and strategic thinking skills.
• Demonstrated superior capabilities in leadership and employee engagement are vital in driving a culture of enablement, growth and recognition.

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.

For this position, we anticipate offering an annual salary of 201,400 - 335,600 USD / yearly, depending on relevant factors, including experience and geographic location.

This role is also anticipated to be eligible to participate in an annual bonus and long term incentive plan.

We want you to be healthy, balanced, and feel secure. That’s why you’ll enjoy a comprehensive range of benefits, with a focus on supporting your whole health. Starting on day one of your employment, you’ll be offered several health-related benefits including medical, vision, dental, and well-being and behavioral health programs. We also offer 401(k) with company match, company paid life insurance, tuition reimbursement, a minimum of 18 days of paid time off per year and paid holidays. For more details on our employee benefits programs, visit Life at Cigna Group.

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.

Qualified applicants with criminal histories will be considered for employment in a manner consistent with all federal, state and local ordinances.