Cigna is a global health services company that offers a wide range of insurance products and services, including medical, dental, disability, life, and accident insurance. Headquartered in Bloomfield, Connecticut, Cigna operates in multiple countries around the world, providing healthcare and related benefits to individuals and employers. The company aims to improve health, well-being, and peace of mind by delivering personalised and affordable healthcare solutions. Cigna also focuses on preventive care and wellness programs to help its customers lead healthier lives. Additionally, the company leverages technology and data analytics to enhance service delivery and customer experience.

I joined Cigna in 2018 as the CIO for IGO/NGO, reporting directly to the CIO International market and indirectly to the CEO Europe (part of his leadership). Over time, I was promoted to oversee Europe’s Global Employers’ Health and World Global Individual Health sectors. My primary objective was to integrate different countries and regions into a unified global model, focusing on harmonising processes (using ITIL and Agile methodologies), standardising technology, and fostering a cohesive European IT organisation.

Key achievements during my tenure include:

1. Transitioning over 200 staff members to an integrated Agile way of working.
2. Harmonizing infrastructure technology and phasing out an outdated consortium operating model.
3. Conducting a comprehensive review of business operations (claims, customers, payments, fraud) and integrating new technologies such as Salesforce and AI to optimize processes in collaboration with business units.
4. Opening new sites in Africa and Asia, adjusting the support model by leveraging nearshore and offshore resources.
5. Reviewing and optimizing the online sales process and membership management for the Middle East region.
6. Enhancing data architecture and governance.

Additionally, I had the opportunity to attract and develop new talent, further strengthening our team’s capabilities.

I left Cigna as the role evolved from strategic initiatives to more execution-focused responsibilities, which marked a natural transition after achieving significant integration and globalisation milestones.