CX Digital, Product & Analytics Enablement
Location: Bangalore
Band: Senior Band 3
Role Purpose
Provide strategic CX Digital leadership across post‐sales customer journeys, with a strong focus on technology‐enabled experience improvements, product development partnership, and data‐driven decision making across International Health markets.
This role supports CX teams by working closely with Product, Engineering, Analytics, and Platform teams to ensure customer experience initiatives are embedded into product roadmaps and delivery cycles — not treated as downstream optimizations. The role brings a strong analytics mindset to CX problem‐solving, helping teams identify friction, measure outcomes, and continuously improve post‐sales experiences across web and mobile platforms.
Key Responsibilities
CX Digital & Post
‐Sales Experience Ownership
Act as a strategic CX Digital partner for post‐sales journeys including claims, perks, coverage, provider search, account management, and service flows
Translate CX priorities into clear product and technology requirements, ensuring they are built into product backlogs and delivery plans
Support CX teams in shaping scalable, repeatable experience improvements across markets and platforms
Product & Technology Partnership
Work closely with Product Managers, Engineering leads, and Platform teams to influence roadmaps with a strong CX lens
Review and contribute to product discovery, solution design, and delivery trade‐offs, ensuring CX considerations are balanced with technical constraints
Act as a bridge between CX strategy and day‐to‐day product development execution across web and mobile ecosystems
Analytics,



Insights & Measurement (Core)
Bring a strong analytics and data‐driven mindset to CX Digital initiatives
Define and track CX success metrics, including funnel performance, drop‐offs, adoption, engagement, and outcome‐based KPIs
Partner with Analytics teams to:
Interpret quantitative and qualitative data
Identify root causes of CX issues
Measure the impact of product and experience changes
Translate data into clear insights and recommendations for CX, Product, and leadership stakeholders
Digital Platforms & Delivery Understanding
Strong understanding of modern digital platforms, including:
CMS‐driven web platforms
API‐based integrations
Authentication and logged‐in experiences
Mobile app ecosystems (iOS / Android)
Ability to engage confidently in delivery discussions, sprint planning, and prioritization — without being a hands‐on developer
Governance, Enablement & Ways of Working
Define CX Digital standards, frameworks, and best practices for post‐sales journeys across markets
Enable markets and teams through playbooks, guidance, and self‐serve frameworks, reducing dependency on ad‐hoc solutions
Ensure alignment across CX, Product, Technology, and Analytics teams on priorities, measures, and outcomes
Core Skillset & Capabilities




CX & Journey Expertise (Critical)
Deep understanding of end‐to‐end customer journeys, particularly post‐sales and service experiences
Experience working closely with CX, UX, Product, and Engineering teams
Product Development & Technology Acumen
Strong ability to understand and influence product development processes, roadmaps, and delivery models
Comfortable translating CX needs into clear, actionable product requirements
Analytics & Data Fluency (Critical)
Strong background in digital analytics and performance measurement
Experience working with dashboards, KPIs, funnels, and insight generation
Ability to use data to drive prioritization, decision‐making, and outcome measurement
Regulated / Insurance Domain Experience (Preferred)
Experience in health insurance, financial services, or regulated environments
Understanding of:
Compliance‐driven constraints
Trust, accuracy, and consistency requirements
High‐intent post‐sales journeys
What This Role Is Not
Not a pure marketing or acquisition role
Not a hands‐on engineering role
Not execution‐only delivery
This role is about strategic CX Digital enablement, product partnership, and analytics‐led improvement of post‐sales experiences at scale.
About The Cigna Group
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.

📌 Cx Digital And Tech (Bengaluru)
🏢 The Cigna Group
📍 Bengaluru