Customer Journey Excellence Lead
1 week ago
Cigna is a leading global health services provider dedicated to helping people improve their health, wellbeing, and sense of security. We are expanding rapidly and have an exciting opportunity for a Customer Journey Excellence Lead to join our Global Individual Health (GIH) segment.
The primary objective of this role is to provide insight into opportunities to enhance customer journeys through analysis of multiple data sources while ensuring all activities remain compliant with regulatory requirements.
Key Responsibilities
- Ensure that all channels are selling and servicing in accordance with regulatory and business guidelines through performing quality checks to meet compliance requirements.
- Provide regular reporting to evidence and report on compliance performance.
- Design and implement documented processes in accordance with FCA, DFSA, and other regulatory requirements to ensure the appropriateness of sales and service provision.
- Analyse data to identify performance trends and provide insights to improve customer journeys.
- Maintain accurate records and files as required.
- Carry out quality assurance to ensure customer-facing representatives are appropriately trained and competent to meet customer needs and demands and business requirements.
- Oversee active registered broker accounts to ensure brokers meet license and KYC requirements.
- Maintain Breach and Risk registers highlighting potential risk areas to key stakeholders with recommendations for improvement.
- Oversee internal and external audits including ownership and delivery of action items and system updates where applicable.
Requirements and Skills
- Proven track record of working in a regulated environment.
- Strong analytical skills are essential.
- Excellent organisational, communication, and time management skills.
- Proven track record in working in a customer-focused sales/service environment.
- Experience and deep knowledge of Microsoft Office particularly Excel.
- Able to collect, organise, and analyse data.
- Able to work collaboratively with internal departments.
- Understanding complex regulatory environments globally is desirable.
Compensation and Benefits
The estimated salary for this position is around $85,000 - $110,000 per year depending on location and experience. Additionally, Cigna offers a comprehensive benefits package including medical, dental, and vision coverage, 401(k) matching, and paid time off.
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