Global Head of Customer Strategy

Role Purpose

The Strategy Director will play a critical leadership role in shaping and driving the strategic agenda for the IHDS Customer Organization. Working closely with senior leadership, this role will translate enterprise and IHDS priorities into actionable initiatives, ensuring effective execution across global operations and delivering a customer-first, digitally enabled, and high-performing organization.

The role is central to strengthening global alignment, accelerating execution discipline, and enabling transformation across IHDS Customer Operations.

Key Responsibilities

1. Strategy Development & Enterprise Alignment

• Partner closely with the Chief Customer Officer and Customer SLT to:
  • Shape IHDS Customer Organization strategy and priorities
  • Ensure alignment with broader IHDS and International Health objectives
• Develop multi-year strategic roadmaps and operating frameworks
• Support leadership in defining clear direction, trade-offs, and priorities

2. Strategic Program Leadership & Execution Discipline

• Lead delivery of high-impact, cross-market transformation programs
• Establish strong governance and execution discipline through:
  • Defined milestones, KPIs, and reporting cadence
  • Rigorous program tracking and escalation mechanisms
• Drive priorities across:
  • Customer experience transformation
  • Digital and AI-enabled operations
  • Location and operating model strategy
  • Cost efficiency and performance optimization

3. Customer-Centric Transformation

• Lead initiatives that simplify and enhance end-to-end customer journeys
• Work with Customer Experience, Operations, and Digital teams to:
  • Embed Customer 360 thinking
  • Standardize and scale best practices globally
• Translate customer insights and data into tangible improvements in experience and outcomes

4. Global Integration & Market Connectivity

• Act as a central integrator across regions (Americas, Europe, APAC, GIH, IOH)
• Strengthen partnership between:
  • Customer Operations
  • Commercial teams
  • Technology and Product teams
• Enable faster decision-making and improved alignment across markets

5. Performance Management & Strategic Insights

• Build and lead performance governance across Customer Organization
• Develop executive dashboards and reporting for:
  • Customer SLT and IHDS ExCo
• Drive a culture of data-driven decision-making and continuous improvement

6. Innovation & Continuous Improvement

• Identify and scale innovation opportunities across Customer Organization
• Partner with Business Excellence and Technology teams to:
  • Simplify processes and drive standardization
  • Enable scalable, repeatable solutions
• Promote agile ways of working and outcome-focused delivery

7. Senior Stakeholder Advisory

• Act as a trusted advisor to senior leadership (Band 5/6 and ExCo)
• Provide strategic input through:
  • Insight-led recommendations
  • Scenario planning and problem solving
• Influence decisions in a complex, global, matrixed environment

Key Deliverables

• IHDS Customer Organization strategic roadmap and priorities
• Transformation program portfolio with clear governance and outcomes
• Executive-ready performance and insights reporting
• Customer experience improvement initiatives at scale
• Cross-market alignment and operating frameworks

Experience & Qualifications Required

• 12–18 years of experience in:
  • Strategy / consulting / transformation roles
  • Healthcare, insurance, or global operations environments (preferred)
• Proven track record in:
  • Leading enterprise-wide transformation programs
  • Working with senior leadership and global stakeholders
• Strong understanding of:
  • Customer operations and service delivery
  • Digital transformation, automation, and process excellence

Leadership Capabilities

• Strategic thinking with strong execution orientation
• High influence and stakeholder management across senior leaders
• Ability to operate in ambiguity and drive clarity
• Data-driven mindset and structured problem solving
• Strong collaboration across diverse, global teams

Success Profile

The successful candidate will:

• Translate strategy into measurable business outcomes
• Drive alignment across IHDS Customer Organization globally
• Accelerate transformation and innovation priorities
• Reinforce a customer-first, performance-driven culture

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.