Product Manager, Voice & Contact Center Experience
Cigna is transforming the way customers interact with healthcare by making experiences simpler, more intuitive, and more efficient. As part of this transformation, we are evolving our voice and contact center capabilities to better support self-service and deliver high-quality, seamless customer interactions. The Voice Experience team owns critical components of Cigna’s inbound call experience, supporting millions of customer interactions each year. As a Product Manager (Band 4), you will be responsible for delivering and continuously improving IVR journeys, conversational voice experiences, and self-service capabilities within our enterprise voice strategy. This is a hands-on, execution-focused role where you will partner closely with engineering, analytics, operations, and business stakeholders to define solutions, prioritize work, and deliver measurable outcomes.
Key Responsibilities
Own the product backlog and end-to-end delivery of IVR journeys and conversational voice experiences Translate customer needs, business objectives, and operational requirements into clear product requirements and user stories Partner with engineering, analytics, and operations teams to deliver scalable, reliable voice solutions Use data and customer feedback to identify opportunities and drive continuous improvement (e.g., containment rates, transfer rates, authentication success, customer satisfaction) Support the transition from traditional menu-based IVR to intent-based, conversational (agentic) voice experiences Ensure solutions meet privacy, regulatory, and operational requirements Communicate progress, risks, and trade-offs effectively to stakeholders and leadership
Qualifications
Required: 3+ years of experience in Product Management or a related digital product role Bachelor’s degree in a quantitative or technical field (e.g., Computer Science, Engineering, Analytics, Information Systems, Economics, Statistics) OR Master’s degree in a related field OR MBA with a quantitative focus Demonstrated ability to translate business needs into actionable product requirements Experience owning and delivering product features or capabilities end-to-end Strong cross-functional collaboration skills with the ability to influence without formal authority Preferred: Experience working with customer-facing digital products or customer journeys Experience with contact center technologies (e.g., IVR, voice platforms, self-service solutions) or conversational AI Experience working in regulated industries such as healthcare, insurance, or financial services Experience using data and metrics to inform prioritization and measure product performance 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 109,700 - 182,900 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 and paid holidays. 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 [email protected] 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.