Director - Change Management - Evernorth - Hybrid

The Director, Change Management will support the strategy and lead execution needed to prepare the business, clients, sales partners, operational teams, and key stakeholders for successful adoption of the new adjudication platform and related operating model changes. This leader will manage key change management activities across training, communications, sales enablement, SOP and job aid updates, stakeholder engagement, change impact assessments, readiness planning, and adoption measurement. The role requires strong cross-functional leadership, operational expertise, disciplined execution, and the ability to translate complex transformation impacts into clear, actionable guidance for impacted teams.
 

Core Responsibilities

• Lead execution of the change management approach including change strategy support, stakeholder planning, change impact assessments, readiness activities, adoption plans, and business engagement.

• Manage priorities, timelines, and operating rhythms for training, communications, sales enablement, SOP updates, and business readiness workstreams.

• Partner with leaders and stakeholders across business, operations, BPO, product, technology, client teams, sales, legal/compliance, regulatory, and service functions to align on change impacts, stakeholder needs, risks, dependencies, and adoption plans.

• Coordinate development of role-based training strategies, learning plans, training content, knowledge checks, train-the-trainer materials, and readiness support for impacted teams.

• Develop and execute communications plans, including stakeholder messaging, leadership updates, FAQs, talking points, engagement forums, feedback loops, and change narratives that clearly explain what is changing, why it matters, and how teams will be supported.

• Support sales enablement readiness by partnering with sales and client-facing teams to create client-facing messaging, positioning support, objection handling, briefing materials, and enablement content for account teams.

• Ensure SOPs, job aids, playbooks, support procedures, knowledge articles, and operating model documentation are updated, practical, and aligned to future-state processes.

• Track change readiness, training completion, engagement feedback, adoption risks, stakeholder sentiment, open decisions, and action follow-up; escalate blockers with clear recommendations.

• Partner with implementation and product teams to align change activities with migration waves, go-live timing, stabilization needs, and operational support plans.

Key Qualifications and Skills

• High School Diploma or GED required.

• Bachelor's degree preferred.

• 5+ years of professional experience required.

• Demonstrated experience supporting or leading change management, transformation adoption, training, communications, sales enablement, business readiness, operational readiness, or large-scale implementation programs required.

• Proven ability to lead workstreams, influence cross-functional partners, coach team members, and create accountability, clarity, and collaboration across matrixed teams preferred.

• Experience developing change strategies, stakeholder maps, change impact assessments, adoption plans, readiness scorecards, and measurement approaches preferred.

• Strong communication and storytelling skills with the ability to translate complex transformation topics into clear, practical messaging for senior leaders, client-facing teams, and operational audiences a plus.

• Experience designing or overseeing role-based training, train-the-trainer models, job aids, SOP updates, knowledge management content, and user adoption support required.

• Ability to partner effectively with sales, account management, operations, product, technology, legal/compliance, regulatory, and client-facing teams to support readiness and enablement preferred.

• Understanding of PBM workflows, claims adjudication, benefit setup, client configuration, operational controls, SOPs, or healthcare operations preferred.

• Ability to manage multiple workstreams, dependencies, timelines, issues, and stakeholders in a fast-paced, highly matrixed environment required.

• Comfort leading through ambiguity, making decisions with incomplete information, escalating risks, and driving alignment across competing priorities preferred.

This role may require travel up to 50% of the time.

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 160,900 - 268,100 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 and long term incentive plan.

At The Cigna Group, you’ll enjoy a comprehensive range of benefits, with a focus on supporting your whole health. Starting on day one of your employment, you’ll be offered several health-related benefits including medical, vision, dental, and well-being and behavioral health programs. We also offer 401(k), company paid life insurance, tuition reimbursement, a minimum of 18 days of paid time off per year, paid holidays, and leaves of absence. For more details on our employee benefits programs, click here.

About Evernorth Health Services

Evernorth Health Services, a division of The Cigna Group, creates pharmacy, care and benefit solutions to improve health and increase vitality. We relentlessly innovate to make the prediction, prevention and treatment of illness and disease more accessible to millions of people. Join us in driving growth and improving lives.

Qualified applicants will be considered without regard to race, color, age, disability, sex, childbirth (including pregnancy) or related medical conditions including but not limited to lactation, sexual orientation, gender identity or expression, veteran or military status, religion, national origin, ancestry, marital or familial status, genetic information, status with regard to public assistance, citizenship status or any other characteristic protected by applicable equal employment opportunity laws.

Cigna 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 who use tobacco/nicotine will not be considered for employment unless they enter a qualifying smoking cessation program prior to the start of their employment. These states include: Alabama, Alaska, Arizona, Arkansas, Delaware, Florida, Georgia, Hawaii, Idaho, Iowa, Kansas, Maryland, Massachusetts, Michigan, Nebraska, Ohio, Pennsylvania, Texas, Utah, Vermont, and Washington State.

Qualified applicants with criminal histories will be considered for employment in a manner consistent with all federal, state and local ordinances.