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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, Customer Experience Strategy Program Operations Lead, will serve a critical role in the success of Aetna’s member experience improvement program and broader engagement of key stakeholders for technology solutions to improve experience and efficiency.  The Ld Director will do this by leading portfolio operations to ensure consistency and rigor in initiative tracking, driving cross-program coordination and reporting, and deploying communication strategies to create visibility and amplify efforts of delivery teams to executive stakeholders across Aetna & CVS Health. 

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

• Portfolio Operations: This role plays a critical role in supporting the execution of monthly NPS (Net Promoter Score) portfolio management processes to ensure consistent and comprehensive tracking of NPS improvement initiatives and coordination with other programs to ensure consistent quality and minimize redundant reporting needs.  In this capacity, the Ld Director will be responsible for coordinating tracking and documentation of initiative updates, identifying and escalating risks, and supporting executive messaging including Executive Steering Committees with Aetna Commercial, IFP, and functional leadership. This process is highly visible with SVP and VP-level engagement and EVP/CEO-facing reporting.

• Cross-program Coordination & Reporting: Core to our efforts to improve member experience and efficiency, is collaboration.  The Ld Director will be responsible for designing and implementing effective models to cultivate this collaboration across teams in Service Ops, Aetna’s major lines of business (LOBs), and various strategic programs, which creates value and optimize reporting for initiatives which cut across multiple programs and/or businesses.

• Communications: In this capacity, the Ld Director will be responsible for developing and delivering a 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.  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.  These responsibilities vary based on skillset, but can include coordination of portfolio tracking tool and processes and interlocks with enterprise partners to ensure consistent priorities.

Required Qualifications

• 8-10 years related experience

• Background in program management, strategy, and/or management consulting

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

• Comfort in responsibilities shifting over time based on need

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

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

• 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

• Project or Program Management certification (e.g., PMP, PgMP)

• 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) required

• 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

We anticipate the application window for this opening will close on: 11/01/2024

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