Business Project Lead Analyst

Job Summary:

We are seeking a highly skilled Senior Customer Experience (CX) Program Coordinator to support our CX Program Managers in planning, executing, and overseeing key CX initiatives. This role is critical in ensuring that CX projects align with internal processes, are delivered on time, and remain within scope and budget. The ideal candidate will have 10+ years of professional experience, with a strong background in Customer Experience (CX), stakeholder management, and cross-functional collaboration. While direct project management experience is not required, the ability to work within structured processes, manage priorities, and drive execution will be highly valued.

Key Responsibilities:

Program Project Execution:

Support CX Program Managers in planning and overseeing CX initiatives, ensuring alignment with internal processes, budget, and timelines.

Assist in defining project goals, scope, deliverables, and resource needs for each initiative.

Maintain a master schedule of CX projects, tracking dependencies and critical paths.

Ensure timely execution by monitoring progress, identifying potential delays, and proposing solutions.

Business Case Governance:

Collaborate with CX Program Managers to develop business cases for CX initiatives, ensuring alignment with strategic priorities.

Facilitate business case approvals by coordinating with internal stakeholders.

Monitor approved business cases and maintain governance structures for CX projects and forums.

Financial Resource Management:

Assist in budget planning and cost management for CX programs, tracking financial performance against approvals.

Identify resource implications for projects and recommend appropriate allocation strategies.

Risk Quality Management:

Identify and flag potential risks affecting project progress, proactively recommending mitigation strategies.

Conduct regular quality reviews to ensure CX programs meet expected standards and deliver intended outcomes.

Stakeholder Engagement Communication:

Provide regular reports and updates to executives, key stakeholders, and the CX team.

Assist in preparing and facilitating CX governance meetings and project forums.

Ensure effective communication across teams to drive alignment and successful execution.

Continuous Improvement Closure:

Support project closure processes, including evaluation, documentation of lessons learned, and recommendations for future improvements.

Identify process enhancements to improve efficiency and effectiveness of CX program execution.

Qualifications Experience:

10+ years of professional experience, preferably in a CX, customer operations, or business management role.

Experience working on CX-related programs or initiatives is highly valued.

Strong organizational skills, attention to detail, and ability to manage multiple priorities.

Excellent stakeholder management, communication, and problem-solving skills.

Comfortable working with financial data, budgeting, and governance processes.

Ability to work collaboratively within structured project frameworks, even without prior formal project management experience.

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.