利益相关者体验顾问 - Evernorth健康服务 - 远程
Stakeholder Experience Advisor - Evernorth Health Services - Remote
将利益相关者反馈转化为对我们服务的个人和组织有实际意义的改进。
加入一个在每次利益相关者互动中都带来雄心、同理心和专业技能的团队。作为利益相关者体验顾问，你将成为战略合作伙伴和内部顾问，将反馈、数据和业务洞察转化为实际建议。你将帮助领导者理解利益相关者的需求，改善体验，并加强服务交付、运营和业务成果，涵盖员工、会员、供应商、客户、雇主、经纪人和其他关键群体。
职责
- 在利益相关者体验中领导现状和未来状态的旅程图绘制，识别关键时刻、痛点、操作摩擦、交接问题和责任空白。
- 将旅程洞察转化为优先级明确的改进机会，以提升服务、流程和利益相关者成果，并定义将体验结果与业务目标联系起来的衡量标准。
- 综合来自调查、投诉、升级、审计、运营指标和其他倾听渠道的见解，以识别主题、根本原因、新兴风险和改进机会。
- 创建清晰的商业叙述、建议、仪表板、评分卡和高管可用材料，以支持战略和运营决策。
- 为跨职能领导者提供建议并进行协作，协助他们设定优先级、制定行动计划，并评估体验计划是否带来了可衡量的改进。
- 加强体验管理框架、分类法、标准、测量策略、治理、行动跟踪和可重复的持续改进实践。
- 了解调查平台、部署流程、参与者识别、报告工作流和倾听基础设施，以支持连续性、测试、质量保证、故障排除和实施。
- 随着优先事项的变化，在不同业务线和利益相关者群体之间灵活适应，同时构建可扩展的倾听和体验智能能力。
所需资格
- 至少5年在客户或利益相关者体验、体验管理、旅程地图、服务设计、业务咨询、体验分析、运营卓越、医疗保健运营、行为健康运营或相关领域的经验。
- 具备使用定性和定量信息识别见解并推荐实际行动的经验。
查看英文原文
Turn stakeholder feedback into meaningful improvements for the people and organizations we serve.
Join a team that brings ambition, compassion, and expertise to every stakeholder interaction. As a Stakeholder Experience Advisor, you will serve as a strategic partner and internal consultant, connecting feedback, data, and business insight to practical recommendations. You will help leaders understand stakeholder needs, improve experiences, and strengthen service delivery, operations, and business outcomes across employees, members, providers, clients, employers, brokers, and other key groups.
Responsibilities
- Lead current-state and future-state journey mapping across stakeholder experiences, identifying moments that matter, pain points, operational friction, handoff issues, and ownership gaps.
- Translate journey insights into prioritized opportunities that improve service, processes, and stakeholder outcomes, and define measures that connect experience results to business goals.
- Combine insights from surveys, complaints, escalations, audits, operational metrics, and other listening channels to identify themes, root causes, emerging risks, and improvement opportunities.
- Create clear business narratives, recommendations, dashboards, scorecards, and executive-ready materials that support strategic and operational decisions.
- Advise and facilitate cross-functional leaders as they set priorities, build action plans, and evaluate whether experience initiatives are delivering measurable improvement.
- Strengthen experience management frameworks, taxonomies, standards, measurement strategies, governance, action tracking, and repeatable continuous improvement practices.
- Maintain knowledge of survey platforms, deployment processes, participant identification, reporting workflows, and listening infrastructure to support continuity, testing, quality assurance, troubleshooting, and implementation.
- Adapt across lines of business and stakeholder groups as priorities evolve, while building scalable listening and experience intelligence capabilities.
Required Qualifications
- At least 5 years of experience in customer or stakeholder experience, experience management, journey mapping, service design, business consulting, experience analytics, operational excellence, healthcare operations, behavioral health operations, or a related field.
- Experience using qualitative and quantitative information to identify insights and recommend practical actions.
- Knowledge of survey methods, voice-of-customer programs, stakeholder listening practices, and experience measurement.
- Experience facilitating meetings, workshops, or stakeholder discussions and influencing outcomes without direct authority.
- Strong written and verbal communication skills, including the ability to explain complex findings clearly to leaders at different organizational levels.
- Ability to connect stakeholder needs, processes, systems, and business outcomes through systems thinking and analytical problem solving.
Preferred Qualifications
- Bachelor's degree or equivalent professional experience.
- Experience leading journey mapping, service design, or moments-that-matter initiatives.
- Experience with Tableau, Power BI, Power Platform, or similar reporting and analytics tools.
- Experience supporting healthcare, behavioral health, service operations, or customer experience programs.
- Experience developing executive presentations and business recommendations.
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 93,200 - 155,400 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 plan.
At The Cigna Group, 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), company paid life insurance, tuition reimbursement, a minimum of 18 days of paid time off per year, paid holidays, and leaves of absence. For more details on our employee benefits programs, click here.
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 need a reasonable accommodation to complete the online application process, please email for assistance. Please note that this email inbox is dedicated to accommodation requests only and cannot provide application updates or accept resumes.
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.
Originally posted on Himalayas