Our Ability Jobs

Job Information

CVS Health Aetna Customer Strategy and Experience - Director in New York, New York

Job Description

You will define and evolve our customer experience strategy for Aetna, which is CVS Health's healthcare benefits segment. The goal is to improve the strategic weight of customer advocacy and centralize efforts to understand and improve the most important customer journeys for our 20+ million Aetna members, and even our provider network. A passion for data-driven insights and an understanding of the customer are important to the role.Elevating customer experience and growth is a central strategy for all our enterprise marketing and digital functions, and will need to build deep partnerships with the Aetna Chief Marketing Officer and senior leaders in our consumer insights team, digitalization office, digital product development, service operations / call centers, and analytics teams.You will report to the VP of Customer Health & Experience (within the Aetna Marketing organization), and the VP of Enterprise Customer Experience.RESPONSIBILITIES INCLUDE:• You will use customer experience measurement tools (e.g., Medallia, Qualtrics) and knowledge of survey methodologies (e.g., CX / Voice of Customer / Voice of Employee) to diagnose customer needs and shape journeys• Build and operationalize a roadmap of short-term and long-term Customer Experience enhancements and net new programs to implement – using NPS (Net Promoter Score) as an essential metric• Drive enterprise lifetime value (LTV) within Aetna membership through a partnership with Analytics• You will coordinate testing and rollout of enterprise-wide consumer segments among all Aetna member communication types and centralize important insights / results for refinement• Understand current customer strategy within new product development and identify areas to improve• Accelerate drive-to-digital plans with the goal of increasing member engagement and loyalty, while reducing operational costs

Required Qualifications

• 5+ years of experience driving B2C customer experience strategy and engagement programs, using marketing as a tool to affect change

COVID Requirements

COVID-19 Vaccination Requirement

CVS Health requires its Colleagues in certain positions to be fully vaccinated against COVID-19 (including any booster shots if required), where allowable under the law, unless they are approved for a reasonable accommodation based on disability, medical condition, pregnancy, or religious belief that prevents them from being vaccinated.

  • If you are vaccinated, you are required to have received at least one COVID-19 shot prior to your first day of employment and to provide proof of your vaccination status within the first 30 days of your employment. For the two COVID-19 shot regimen, you will be required to provide proof of your second COVID-19 shot within the first 60 days of your employment. Failure to provide timely proof of your COVID-19 vaccination status will result in the termination of your employment with CVS Health.

  • If you are unable to be fully vaccinated due to disability, medical condition, pregnancy, or religious belief, you will be required to apply for a reasonable accommodation within the first 30 days of your employment in order to remain employed with CVS Health. As a part of this process, you will be required to provide information or documentation about the reason you cannot be vaccinated. If your request for an accommodation is not approved, then your employment may be terminated.

Preferred Qualifications

• Experience with data-driven methodologies (e.g., surveys, journey analytics, data science) to inform customer or brand strategy• Leadership presence, applying an analytical, conceptual, storytelling, and communication skillset to build confidence with senior leaders and influence decision-making• Experience in healthcare (especially in the health insurance industry or other regulated field)• While this role can be work from home (remote), there is a preference for candidates that can commit to a hybrid model in our NYC Soho office.• MBA


Bachelor’s degree

Business Overview

At Aetna, a CVS Health company, we are joined in a common purpose: helping people on their path to better health. We are working to transform health care through innovations that make quality care more accessible, easier to use, less expensive and patient-focused. Working together and organizing around the individual, we are pioneering a new approach to total health that puts people at the heart.

We are committed to maintaining a diverse and inclusive workplace. CVS Health is an equal opportunity and affirmative action employer. We do not discriminate in recruiting, hiring or promotion based on race, ethnicity, gender, gender identity, age, disability or protected veteran status. We proudly support and encourage people with military experience (active, veterans, reservists and National Guard) as well as military spouses to apply for CVS Health job opportunities.