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Position Summary

CVS Health is on a journey to becoming the most consumer-centric health company and creating winning experiences for members, clients, and colleagues.

The Lead Director, Commercial Member Experience/NPS Improvement Lead, will serve a critical role in managing the end-to-end member experience improvement program for Aetna’s Commercial business. You will work with leaders across Aetna and CVS Health to identify and prioritize improvements to the Commercial member experience, work with functional partners and peers to track progress and impact of these improvement initiatives and lead the Commercial NPS governance process to ensure visibility, accountability, and rigor. This role will also partner across Service Operations to support engagement with stakeholders on the Commercial business leadership team.

This is a visible role with direct exposure to senior leaders and the opportunity to be a driving force for change in our organization.

Top candidates must have a track record of driving results, experience working across heavily matrixed organizations to achieve outcomes, comfort engaging senior leadership, and an ability to “influence up”. This role is a perfect fit for high performers looking to build their knowledge across multiple functional areas and lines of business within Aetna.

Primary Responsibilities

• Commercial NPS Governance & Engagement: This role serves as the team lead for the Commercial NPS improvement program and should be being a driving force to improve the experience of Aetna Commercial members through collaboration and accountability. In this capacity, the Lead Director is responsible for ongoing prioritization of Commercial NPS improvement priorities, business case development and coordination to support funding requests, leading regular Executive Steering Committees and Operating Reviews with Aetna Commercial leadership, and monthly reporting processes. This process is highly visible with SVP and VP-level participants.

• Opportunity Identification & Discovery: In addition, this role is responsible for continuously identifying emerging opportunities to improve the member experience of Commercial members and coordinating cross-functional teams to deep dive into feedback/performance, identify root cause, and develop action plans to address. Exact scope of these efforts will vary based on need, but this work presents a unique opportunity to gain insight/exposure to multiple functional areas.

• Communications: In this capacity, the Ld Director will be responsible for developing and delivering a Commercial communications strategy to highlight new and innovative efforts to improve experience and efficiency. Internally, these efforts should focus on creating needed visibility with leadership stakeholders to drive support and engagement from leadership across Aetna and CVS Health as part of the Commercial Voice of the Customer (VOC) program. Externally, this should reinforce efforts to differentiate Aetna with current and potential customers, brokers/consultants, and members.

• Foundational Capabilities: Finally, this role will partner with peers within the Aetna Member Experience & NPS Improvement team to maintain and continuously improve the tools, practices, and support models utilized to deliver a high-impact program while maintaining a lean structure.

Required Qualifications

• 8-10 years related experience

• Background in strategic planning, management consulting, customer experience strategy, and/or program management

• Track record of working independently in a fast paced, dynamic environment, while being able to manage many discrete priorities

• Demonstrated experience developing executive-facing presentations to successfully implement strategy or change initiatives

• Comfort in responsibilities shifting over time based on need

• Demonstrated program management experience, requiring coordination across multiple executive stakeholders and project teams

• Proven relationship management skills at senior levels within an organization

• Strong analytical and written/oral communication skills

• Advanced MS office skills including PowerPoint and Excel

Preferred Qualifications

• QuickBase experience preferred, but not required

We support a hybrid work environment. If selected and you live near a suitable work location, you may be expected to comply with the hybrid work policy. Under the policy, all hires for in-scope populations should be placed into a hybrid or office-based location, working onsite three days a week.

Aetna Service Operations office/hub locations will be discussed with the selected candidate.

Education

• Bachelor’s Degree (BS/BA)

• MBA preferred

Pay Range

The typical pay range for this role is:

$100,000.00 - $231,540.00

This pay range represents the base hourly rate or base annual full-time salary for all positions in the job grade within which this position falls. The actual base salary offer will depend on a variety of factors including experience, education, geography and other relevant factors. This position is eligible for a CVS Health bonus, commission or short-term incentive program in addition to the base pay range listed above. This position also includes an award target in the company’s equity award program.

In addition to your compensation, enjoy the rewards of an organization that puts our heart into caring for our colleagues and our communities. The Company offers a full range of medical, dental, and vision benefits. Eligible employees may enroll in the Company’s 401(k) retirement savings plan, and an Employee Stock Purchase Plan is also available for eligible employees. The Company provides a fully-paid term life insurance plan to eligible employees, and short-term and long term disability benefits. CVS Health also offers numerous well-being programs, education assistance, free development courses, a CVS store discount, and discount programs with participating partners. As for time off, Company employees enjoy Paid Time Off (“PTO”) or vacation pay, as well as paid holidays throughout the calendar year. Number of paid holidays, sick time and other time off are provided consistent with relevant state law and Company policies.

For more detailed information on available benefits, please visit Benefits | CVS Health (https://jobs.cvshealth.com/us/en/benefits)

We anticipate the application window for this opening will close on: 12/23/2024

Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state and local laws.

We are an equal opportunity and affirmative action employer. We do not discriminate in recruiting, hiring, promotion, or any other personnel action based on race, ethnicity, color, national origin, sex/gender, sexual orientation, gender identity or expression, religion, age, disability, protected veteran status, or any other characteristic protected by applicable federal, state, or local law.