Business Project Advisor- Customer Experience (CX) Change Management

The Business Project Advisor is a trusted individual contributor on The Cigna Group’s CX Activation team, partnering closely with the CX Activation Senior Manager to turn customer experience commitments into meaningful, lasting change. This role is ideal for a change leader who brings clarity to ambiguity, connects strategy to action, and inspires adoption across a complex enterprise. By translating executive intent into everyday behaviors, this role helps leaders, teams, and operating rhythms consistently deliver better experiences for the people we serve.

Responsibilities

This role focuses on enabling durable behavior change and building confidence in CX progress across the enterprise. Activate enterprise customer experience (CX) commitments by translating strategy and executive direction into clear expectations leaders can act on. Partner closely with the CX Activation Senior Manager to drive sustained CX behavior change across leaders, teams, and matrixed functions. Identify adoption risks early across leadership levels and functions, and design targeted interventions that maintain momentum and credibility. Partner with and influence matrix partners of change levers —communications, leader enablement, training, and reinforcement—to embed CX behaviors beyond initial rollout. Develop executive‑ready change narratives, frameworks, and cascades that support decision‑making, accountability, and alignment. Monitor adoption progress and proof points, surfacing insights that guide leadership actions, adjustments, and prioritization. Design and sustain education and reinforcement approaches that build shared understanding of CX actions, metrics, and expectations. Collaborate across the CX Activation team and the Lead to One Experience team to ensure change efforts are aligned, cohesive, and enterprise‑ready.

Qualifications

Required Qualifications Minimum 6 years of experience leading or supporting enterprise‑wide change initiatives in complex, matrixed environments. Demonstrated ability to drive sustained behavior change beyond initial launch or communication. Experience translating strategy into practical guidance leaders and teams can apply. Strong judgment and comfort navigating ambiguity, adoption risk, and enterprise‑level change. Proven ability to influence, enable leaders, and partner effectively across functions.

Preferred Qualifications

Bachelor’s degree in business, organizational change, communications, or a related field. Experience supporting customer experience, transformation, or enterprise activation efforts. Familiarity with executive operating rhythms, leadership cascades, or large‑scale change programs. Experience partnering with communications, analytics, or learning teams to reinforce change. 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 91,400 - 152,300 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. Apply To This Job