About the role
Senior Architect, Enterprise Architecture – Enterprise Servicing
Career Architecture Title: IT Principal Architect, Enterprise Architecture
Position Summary
The Senior Architect, Enterprise Servicing shapes the enterprise architecture for an end-to-end member/patient servicing experience across digital self-service, contact center/voice, and supporting operational workflows. This role defines horizontal servicing capabilities, aligns line-of-business initiatives to the target state, and drives value-based roadmaps that improve customer experience, advocate effectiveness, and cost-to-serve.
Partnering across Enterprise Architecture, Product, Technology, Operations, and business leaders, this role provides architectural direction in complex, fast-changing environments—clarifying options, influencing decisions, and translating business needs into actionable technology strategy. The architect operates with high autonomy, executing from intent rather than instruction, and serves as a trusted advisor at executive and delivery levels.
Depth across all domains is not required; success depends on setting clear direction, enabling alignment, and partnering effectively with platform, data, AI, and operations teams.
Key Focus Areas
Unified servicing journeys across digital, voice, and operations
AI-enabled advocate experience and agentic servicing
Workforce enablement and operational insights
Knowledge, data, and context foundations for AI and servicing
Enterprise servicing platform modernization and orchestration
Definition of Success
Seamless, low-effort, high-resolution customer experiences
AI-enabled advocates with reduced cognitive burden
Improved workforce forecasting, staffing, and coaching
Scaled servicing capabilities with improved agility and reduced time-to-value
Qualifications
Bachelor’s degree in Computer Science, Engineering, or related field (advanced degree preferred)
8+ years in software engineering, infrastructure, or architecture
Proven enterprise architecture experience (target states, capability maps, standards, multi-year roadmaps)
Demonstrated ability to influence enterprise decisions across business and technology teams
Core Responsibilities
Define target-state architectures, roadmaps, and reference patterns
Drive enterprise alignment by clarifying trade-offs, dependencies, and sequencing
Shape omnichannel servicing patterns and AI-enabled capabilities
Optimize portfolio investments for value, scalability, and sustainability
Communicate architecture direction clearly to executive and technical audiences
Enable adoption through guardrails, patterns, coaching, and partnership
Critical Competencies
Strategic mindset and systems thinking
Strong influence and executive communication skills
Ability to operate in ambiguity and manage complexity
Results-oriented leadership with a collaborative, problem-solving mindset
Preferred Experience
Healthcare and servicing domain experience
AI capabilities delivered to production
CCaaS / voice platforms and omnichannel servicing
Workforce management, knowledge transformation, and service orchestration
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.
About The Cigna Group
Doing something meaningful starts with a simple decision, a commitment to changing lives. At The Cigna Group, we’re dedicated to improving the health and vitality of those we serve. Through our divisions Cigna Healthcare and Evernorth Health Services, we are committed to enhancing the lives of our clients, customers and patients. 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.
If you need a reasonable accommodation to complete the online application process, please email seeyourself@thecignagroup.com for assistance. Please note that this email inbox is dedicated to accommodation requests only and cannot provide application updates or accept resumes.
The Cigna Group 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.
Aplyr's read
Cigna is a global health services leader, attracting professionals dedicated to advancing healthcare solutions and improving patient outcomes worldwide.
What's promising
- •Cigna's diverse roles offer opportunities across healthcare, technology, and customer service sectors.
- •The company's global presence allows for international career growth and mobility.
- •Cigna invests in innovative health solutions, fostering a forward-thinking work environment.
What to watch
- •The healthcare industry faces regulatory challenges that may impact Cigna's operations.
- •Cigna's large size can lead to bureaucratic processes that slow decision-making.
- •Limited public information about Cigna's internal culture and employee satisfaction.
Why Cigna
- •Cigna's integration of Evernorth enhances its healthcare service offerings.
- •The company emphasizes innovation in health technology and AI enablement.
- •Cigna's focus on military and veteran partnerships sets it apart in healthcare services.
Aplyr’s read is generated by AI from public sources. Was it useful?
About Cigna
Cigna Healthcare is a global health services company dedicated to improving the health, well-being, and peace of mind of those they serve. They offer a wide range of health insurance products and services, including medical, dental, behavioral health, pharmacy, and disability insurance.
