Chief Operating Officer – Cigna Healthcare

Overview

As COO for Global Individual Health, you will shape the future customer experience and lead a multi-year transformation to scale operations and deliver growth. You will work across global matrix teams to design a differentiated service proposition and ensure operational excellence. Expect to drive automation, digital innovation, and data-driven decision making while upholding a culture of accountability and customer obsession. This role offers impact at scale within a rapidly expanding international health business.

Pay / Benefits

• competitive executive compensation and benefits package
• wellbeing support
• financial and family support tailored to local market practices

Responsibilities

• Set vision and strategy for the GIH customer experience and execute the transformation program
• Design and implement a differentiated service proposition aligned with segment needs and broker roles
• Maintain global connectivity to leverage enterprise IH capabilities
• Oversee systems, processes, and people to support operations
• Improve efficiency of daily operations and define clear accountabilities
• Collaborate with Customer Office SLT to adopt growth initiatives
• Lead cross-functional transformation across operations, technology, and customer experience
• Drive automation and digital innovation with a data-driven approach
• Establish performance metrics and governance for operational effectiveness and customer outcomes
• Foster a culture of accountability, collaboration, innovation and customer obsession

Key requirements

• Significant experience building and leading teams in a global, matrixed environment
• Proven track record in owning and enhancing the complete customer experience
• Extensive stakeholder engagement experience (internal and external)
• Strategic thinker with technical acumen and delivery track record
• Strong understanding of how a retail business model operates
• Healthcare, consumer finance or similar regulated sector experience preferred
• MBA or degree level preferred
• Track record of leading large-scale transformation and operational change
• Strong financial and commercial acumen balancing CX, ops excellence and business performance
• Experience leading complex organizations through growth, change and modernization

• Global mindset and cross-cultural sensitivity
• Senior-level influence and decision making
• People leadership and development
• Data-driven decision making
• Automation and digital innovation
• Operational governance and performance measurement

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