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
Requirements
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.
About The Cigna Group
If you need a reasonable accommodation to complete the online application process, please email seeyourself@thecignagroup.com 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 w
Benefits
Health insuranceDental insuranceVision insurance401(k)Performance bonus
Additional Information
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.
Cigna · Work At Home