Head of Digital Operations

at  The Cigna Group

The Head of Digital Operations at Cigna Health Care KSA will spearhead the digital transformation strategy, including the ownership and management of digital products within the KSA market.
This role will lead in building the digital front end value proposition for our customers as well as driving initiatives to improve operational efficiency, enhancing customer experiences, and working with 3p (Yakeen, Thiqah, providers etc.) to ensure ensuring best in class service delivery in alignment with Cigna’s global standards and local regulatory requirements.
The Head of digital operations will liaise with all stakeholders in enhancing customer experience, optimizing digital platforms, and driving innovative digital solutions across the organization. The position involves overseeing the development and execution of digital initiatives that align with Cigna’s strategic goals, improving operational efficiency, and ensuring the seamless integration of digital technologies within the company’s processes.

QUALIFICATION :

• Bachelor’s degree in related field.
• Extensive experience in digital transformation, operations management, or a similar role within the healthcare or insurance industry.
• Proven track record of leading successful digital projects and initiatives.
• Strong understanding of digital product development, digital channels, digital marketing, customer experience management, and analytics.
• Excellent leadership, communication, and project management skills.
• Familiarity with regulatory requirements in the healthcare industry.

• Product owner for Mobile app: Working with all stakeholders (PMO, IT, 3p) to ensure the delivery of MVP and continuous improvements to match and exceed the competition.
• Broker portal & integration: Ensuring development of the broker portal services in line with customer demands & building integration with brokers for new business.
• Lead Thiqah & Yakeen integration for phase 2 to provide a seamless process for policy & member upload & working with 3ps for continuous improvement.
• Lead the digital transformation initiatives, focusing on improving customer engagement and operational excellence.
• Manage and optimize digital platforms including mobile apps, websites, and customer portals to enhance user experience.
• Collaborate with cross-functional teams to integrate digital solutions across various business units.
• Oversee the development and implementation of digital marketing strategies, ensuring alignment with company objectives.
• Monitor digital trends and emerging technologies, recommending and implementing innovative solutions.
• Drive data-driven decision-making by implementing advanced analytics tools and processes.
• Ensure compliance with regulatory requirements and industry best practices in all digital operations.
• Manage relationships with external vendors and digital service providers.