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Job Summary

The Agile Product Owner Senior Advisor is the business owner of assigned products within the PBM Services division. The role will be primarily responsible for the development and implementation of omni-channel Conversational Artificial Intelligent bots to help our customers and employees complete activities or address issues. Understanding the Customer Engagement and Contact Center environments and leveraging that experience to provide business partners with Conversational AI solutions that improve the customer experience and operational efficiencies will be crucial for success. This person will own the product development lifecycle of assigned product area, drive the business strategies into prioritized initiatives for the IT teams as well as responding to urgent issues in their specific function without losing focus on longer term deliverables.

Responsibilities

• Ideation and Brainstorming Step

• Provide SME knowledge of root cause and enhancement opportunities

• Participate in ideation sessions, Continuous Improvement workshops, and provide insightful feedback

• Start of the business case; explaining purpose and “whys”

• Evaluating the Ideas Step

• Review high-level data to evaluate opportunity

• Provide feedback on and /or create high-level solutions

• Engage Core Team

• Refinement of business case; initial details on the “what”

• Business Analysis / Market Research Step

• Working with financial analysts and strategic analytics team to evaluate market research and/or business impact

• Provide assumptions to analysts for analysis (adoption/ramp up/etc)

• Decomposition of benefits by solutions

• Create Program Epics for intake

• Refine business case; initial benefit determined / validated

• Design Solution / Experience Step

• Review details of the business case with agile team

• Review IT solutions and provide feedback and approval

• Socialize business cases

• Partner with appropriate resources to create experience/process maps

• Adoption / Marketing Plans Step

• Review with Senior Product Management leaders on implementation/adoption approach

• Engage with and follow Change Management guidelines and best practices

• Create and/or partner with implementation/business partners to create adoption/marketing plan

• Adjust Epics/User Stories as needed for adoption

• Additional stakeholder alignment as needed

• Product Build Step

• Work with agile team to identify and elaborate epics and user stories

• Work with agile team to ensure business requirements are met

• Work with agile team on backlog prioritization within a business product

• Responsible for ensure Epics are complete to be able to deliver business benefit

• Responsible for identifying when Epic acceptance criteria have been met and approve demonstrations

• Launch and Benefit Validation Step

• Work with business analysts to develop tracking mechanism to track results including financial benefits

• Work with Implementation Teams or Ops/Business Owners to identify the organizational readiness/Change Management need

Education/Experience Requirements

• This position is not eligible for visa sponsorship by the Company, and therefore is open only to individuals who are eligible for employment in the United States and who would not require visa sponsorship

• 7+ years of relevant experience

• Strong knowledge of customer service, customer engagement or patient interaction experience

• Strong knowledge of Conversational AI platforms, conversation design, natural language processing and bot training

• PC skills including knowledge of Microsoft Office

• Knowledge of customer relation management systems, contact center systems, communication systems

• Knowledge of the PBM, healthcare, pharmacy home delivery industries preferred

• Excellent written and verbal communication skills and presentation skills

• Thorough understanding of business operations and processes required

• Strong understanding of financial models and forecasting

• Strong knowledge of SDLC/Agile process

• Demonstrated ability to prioritize work load and meet project deadline

• Ability to adapt in a dynamic work environment, remote team environment and make independent decisions

This position is not eligible to be performed in Colorado.

About Cigna

Cigna Corporation exists to improve lives. We are a global health service company dedicated to improving the health, well-being and peace of mind of those we serve. Together, with colleagues around the world, we aspire to transform health services, making them more affordable and accessible to millions. Through our unmatched expertise, bold action, fresh ideas and an unwavering commitment to patient-centered care, we are a force of health services innovation. When you work with us, or one of our subsidiaries, you’ll enjoy meaningful career experiences that enrich people’s lives. What difference will you make?

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 require reasonable accommodation in completing the online application process, please email: SeeYourself@cigna.com for support. Do not email SeeYourself@cigna.com for an update on your application or to provide your resume as you will not receive a response.