Head of Customer Engagement in Glasgow

Cigna Healthcare is a global health service company dedicated to transforming healthcare. With roots in the U.S. and operations in over 30 countries, we serve more than 180 million customers and patients worldwide. Our mission is to improve the health, well‐being, and peace of mind of those we serve.

You’ll join a globally recognized organization where trust, clear communication, and a positive culture shape how we work. Our leaders are consistent, approachable, and supportive, helping you maintain balance while doing meaningful work. We look for people who thrive in collaborative environments, care about meaningful change, and want to grow in a company that puts people first. At Cigna Healthcare, your work contributes to better care experiences and supports customers through important moments in their lives.

You will lead the Customer Engagement function for International Health, shaping how we connect with existing customers across both Consumer and B2B segments. This role exists to increase customer value and reduce cost to serve through targeted, data‐driven marketing strategies. You’ll operate in a fast‐moving, evolving environment where priorities may shift. Success requires balancing long‐term strategy with hands‐on execution, while leading a distributed team across the UK and Europe.

What You’ll Do

• Define and lead the Customer Engagement strategy, aligning it to a five‐year roadmap that improves customer value and profitability.
• Design and deliver targeted marketing programmes across digital and traditional channels to increase retention, loyalty, and engagement.
• Develop and optimise customer nurture journeys, progressing contacts from early engagement through to qualified sales opportunities.
• Partner with Data & Analytics and Actuarial teams to define and access the data needed to understand and segment the customer base.
• Work with operations and clinical teams to identify opportunities to reduce cost to serve while maintaining a strong customer experience.
• Own customer communication strategy, including product communications, provider and client messaging, and crisis communications.
• Define and monitor customer KPIs, using test‐and‐control frameworks to measure impact and demonstrate value to the business.
• Manage and optimise marketing investment across channels (e.g. email, SMS), ensuring strong return on investment and continuous improvement.
• Lead, develop, and support a team of seven, setting clear goals and enabling consistent delivery across regions.

What You’ll Bring

• Experience in Customer Engagement marketing across CRM, loyalty, and multi‐channel campaigns, delivering measurable commercial outcomes.
• Experience working with customer data, segmentation, and analytics to inform marketing decisions and improve performance.
• Background in financial services or a business with a transactional consumer database.
• Experience working in international or matrix environments, collaborating across teams and regions.
• Ability to define strategy and translate it into clear, practical plans with measurable outcomes.
• Degree or equivalent education.

Skills

Soft Skills

• Leadership: you support and develop teams, creating clarity and momentum across priorities.
• Collaboration: you work effectively with cross‐functional partners to influence outcomes.
• Communication: you express ideas clearly in both written and verbal formats.
• Adaptability: you respond to changing priorities and adjust plans while maintaining focus on outcomes.
• Analytical thinking: you use insight and data to guide decisions and challenge assumptions.

Technical / Functional Skills

• Customer engagement strategy and lifecycle marketing.
• CRM and loyalty programme development.
• Marketing analytics, segmentation, and performance measurement.
• Budget ownership and ROI optimisation across channels.
• Customer communication strategy across digital channels (e.g. email, SMS).
• Experience working with data and analytics teams to extract meaningful insights.

Nice to Have

• Experience in international healthcare or insurance markets.
• Exposure to clinical or operational environments within a service organisation.
• Understanding of emerging marketing technologies and customer engagement trends.
• Experience driving adoption of digital channels such as online portals.

Why Join Us

• Competitive salary and benefits including Private Medical Insurance and wellbeing support.
• Educational Development Program to support your ongoing growth.
• Multicultural, hybrid working environment with opportunities to collaborate internationally.
• Opportunity to shape customer engagement strategy at scale, contributing to improved health outcomes and customer experience.