Business Project Advisor – Customer Experience Change Management

🕒 May 13

🦌 Connecticut – Remote

🦌 Connecticut – Remote

💵 $91.4k - $152.3k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

💝 Customer Support

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The Cigna Group

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1982

⚕️ Healthcare Insurance

💊 Pharmaceuticals

Healthcare Insurance • Pharmaceuticals

The Cigna Group is a global health company committed to improving the health and vitality of its clients, customers, and patients. With its two divisions, Cigna Healthcare and Evernorth Health Services, the company focuses on enhancing quality of life through healthcare services and pharmacy benefits management. The Cigna Group is dedicated to ethical practices in healthcare and artificial intelligence, and strives to create positive change in the healthcare system. It also emphasizes its Environmental, Social, and Governance (ESG) responsibilities, aiming to impact health equity and foster innovation in healthcare delivery.

📋 Description

• Partner closely with the CX Activation Senior Manager to drive sustained CX behavior change across leaders, teams, and matrixed functions. • Activate enterprise customer experience (CX) commitments by translating strategy and executive direction into clear expectations leaders can act on. • Identify adoption risks early across leadership levels and functions, and design targeted interventions that maintain momentum and credibility. • Partner with and influence matrix partners of change levers —communications, leader enablement, training, and reinforcement—to embed CX behaviors beyond initial rollout. • Develop executive-ready change narratives, frameworks, and cascades that support decision-making, accountability, and alignment. • Monitor adoption progress and proof points, surfacing insights that guide leadership actions, adjustments, and prioritization. • Design and sustain education and reinforcement approaches that build shared understanding of CX actions, metrics, and expectations. • Collaborate across the CX Activation team and the Lead to One Experience team to ensure change efforts are aligned, cohesive, and enterprise-ready.

🎯 Requirements

• Minimum 6 years of experience leading or supporting enterprise-wide change initiatives in complex, matrixed environments. • Demonstrated ability to drive sustained behavior change beyond initial launch or communication. • Experience translating strategy into practical guidance leaders and teams can apply. • Strong judgment and comfort navigating ambiguity, adoption risk, and enterprise-level change. • Proven ability to influence, enable leaders, and partner effectively across functions. • Bachelor’s degree in business, organizational change, communications, or a related field (preferred). • Experience supporting customer experience, transformation, or enterprise activation efforts (preferred). • Familiarity with executive operating rhythms, leadership cascades, or large-scale change programs (preferred). • Experience partnering with communications, analytics, or learning teams to reinforce change (preferred).

🏖️ Benefits

• medical • vision • dental • well-being and behavioral health programs • 401(k) • company paid life insurance • tuition reimbursement • a minimum of 18 days of paid time off per year • paid holidays