Job description

The CX Digital Presence & Technology Manager (CX Digital Presence & Technology lead) in Dubai is a hybrid role spanning Customer Experience strategy, digital ecosystem management, and technology enablement, bridging customer-centric thinking, digital interface design, and technology coordination to ensure that customer journeys across websites, mobile apps, and customer portals are seamless, intuitive, and measurable. The role owns the strategy, design, and performance of customer-facing digital platforms; supports UX/UI personalization and accessibility; and optimizes digital journeys for healthcare program enrolment, engagement, conversion, and retention. Partnering with IT, data, and product teams, the position implements and evolves CRM, CMS, CDP, and analytics tools; stays ahead of digital and CX technology trends such as AI chatbots, self-service tools, and voice/UI; and manages integrations across digital tools to enable unified customer journeys. It leverages digital analytics, Voice of Customer, and behavioral data to inform CX strategies and translates insights into actionable enhancements for digital channels. The role collaborates with Product, Marketing, Design, and IT to align digital and CX roadmaps, serves as the customer advocate in technical and platform decisions, and leads vendor management, agency collaboration, and platform evaluations. Qualifications include 7–10 years in digital experience, CX, digital product, or website management; strong understanding of CX principles, UX/UI best practices, and agile delivery; algorithmic thinking and logical problem solving to conceptualize how digital systems and workflows interact (with emphasis on app and ad tool ecosystems) while balancing tech feasibility and CX goals; hands-on experience with Apps/Martech/CRM platforms (e.g., React, Salesforce, Adobe, Contentful); ability to analyze and map customer journeys to identify opportunities to optimize logic, automation, or feature behavior; familiarity with analytics (GA4, Adobe); excellent cross-functional collaboration and communication; and strategic thinking with strong project management and execution capability. The role supports Cigna Healthcare’s mission to empower customers with information and insight to improve health and vitality while adhering to equal employment opportunity practices.