Job Information
CVS Health Sr Manager, Customer Experience Strategy in Hartford, Connecticut
Bring your heart to CVS Health. Every one of us at CVS Health shares a single, clear purpose: Bringing our heart to every moment of your health. This purpose guides our commitment to deliver enhanced human-centric health care for a rapidly changing world. Anchored in our brand — with heart at its center — our purpose sends a personal message that how we deliver our services is just as important as what we deliver. Our Heart At Work Behaviors™ support this purpose. We want everyone who works at CVS Health to feel empowered by the role they play in transforming our culture and accelerating our ability to innovate and deliver solutions to make health care more personal, convenient and affordable.
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 Sr Manager, Customer Experience Strategy will serve a critical role in the success of Aetna’s member experience improvement program for its Commercial and IFP businesses. This role will work with leaders and teams across Aetna and CVS Health to identify and prioritize improvements to the member experience, track progress and impact of these improvement initiatives, and coordinate portfolio operations to ensure visibility, accountability, and program rigor. This is a visible role with direct exposure to business 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 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 within Aetna and a desire to have a positive impact on the experience of Aetna members.
NOTE: This is a true hybrid role and you must report into the office 3x a week. Idea candidate will live in a metropolitan city near an Aetna Office such as Hartford, CT, Wellesley, MA, Woonsocket, RI, Plantation, FL, Phoenix, AZ, New Albany, OH, Blue Bell, PA, and Chicago, IL. Required Qualifications
Aetna Net Promoter Score (NPS) Improvement Portfolio Ops: This role plays a critical role in supporting the execution of monthly NPS portfolio management processes to ensure consistent and comprehensive tracking of NPS improvement initiatives supporting the Commercial & Individual & Family Plan (IFP) NPS improvement programs. In this capacity, the Sr Manager will be responsible for monthly tracking and documentation of NPS Improvement initiatives, 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.
Strategic Initiative Support: In addition, this role will play a critical role in driving the identification of new NPS improvement initiatives, focused on addressing the root cause of pervasive issues facing Commercial and IFP members. In this capacity the Sr Manager will need to coordinate ongoing strategic design engagements, lead working groups of key business partners (often with VP-level engagement), and coordinate ongoing deep dives to expand the portfolio. Deployment will vary based on need and broader Aetna NPS team capacity.
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.
Preferred Qualifications
8 years related experience
Background in program management, customer experience, strategy, and/or 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 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
Quickbase experience preferred, but not required
Education
Bachelor’s Degree or equivalent experience required, Masters Degree Preferred
Pay Range
The typical pay range for this role is:
$75,400.00 - $190,700.00
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 jobs.CVSHealth.com/benefits
We anticipate the application window for this opening will close on: 07/06/2024
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.