Executive Director, Stars Experience Strategy

CVS Health•Hartford, CT

7d•$131,500 - $303,195

About The Position

At Aetna, our health benefits business, we are committed to helping our members achieve their best health in an affordable, convenient, and comprehensive manner. Combining the assets of our health insurance products and services with CVS Health’s unrivaled presence in local communities and their pharmacy benefits management capabilities, we’re joining members on their path to better health and transforming the health care landscape in new and exciting ways every day. Aetna is seeking an Executive Director, Stars Experience Strategy who will define the strategic direction for experience improvement and investment across the Stars organization, with a focus on provider, member and pharmacy experience. This role is accountable for shaping the Stars experience strategy and advancing broader Stars priorities that support continual improvement and maximize associated Star Ratings revenue opportunity. This leader works closely with Stars Business Execution teams and other cross-functional partners across the enterprise who are responsible for implementation, ensuring clear alignment between strategic priorities and execution.

Requirements

The candidate will have a strong work ethic, be a self-starter, and be able to be highly productive in a dynamic, collaborative environment.
15+ years of experience developing and executing enterprise strategies through influence and collaboration across complex, matrixed organizations.
Extensive experience leading experience transformation initiatives spanning member, patient, provider, and customer experience, as well as Stars and business strategy.
Proven ability to advise senior leaders, build consensus, and drive alignment on high-impact strategic priorities across diverse stakeholder groups.
Strong people leadership experience with a track record of developing talent, building high-performing teams, and fostering accountability.
Deep expertise in CAHPS, NPS, and experience improvement strategies, with a demonstrated ability to enhance outcomes across complex healthcare journeys.
Strong understanding of Stars performance drivers, clinical quality measures, and the relationship between member experience, quality outcomes, and business performance.
Demonstrated ability to translate strategy into action, guiding execution through cross-functional teams and partners.
Skilled in leveraging business intelligence, data analytics, and insights to inform decision-making and drive results.
Exceptional collaboration, problem-solving, and decision-making capabilities, with the agility to navigate ambiguity and lead through change.
Growth-oriented leader committed to continuous learning, innovation, and the development of others.

Nice To Haves

Experience working across provider strategies, including VBC and non-VBC models, to support innovation and performance improvement.

Responsibilities

Sets the strategy for Stars experience improvement across patient, provider, and member journeys, aligning priorities to Star Ratings goals, CAHPS, and NPS performance, and broader business objectives.
Advances Stars strategy by identifying opportunities for continual improvement, stronger experience outcomes, and associated revenue optimization.
Leads strategists aligned to key areas of the Aetna business, including provider-focused domains across both VBC and non-VBC environments.
Uses Stars measure performance (clinical and experience), market, and business insights to identify strategic priorities, monitor trends, and recommend course corrections where needed.
Provides strategic direction across Market Experience Optimization, Group Experience Optimization, Part D experience strategy, National Patient Experience programming, and Experience Innovation.
Partners closely with Stars Business Execution teams and collaborate across Aetna to align strategy, strengthen innovation, and support performance improvement through coordinated cross-functional work.
Establishes governance, prioritization approaches, and successful measures that guide decision-making and enable effective implementation by partner teams.
Influences senior leaders and stakeholders by communicating strategic implications, tradeoffs, risks, and opportunities related to Stars experience and performance.
Leads and develops a high-performing team through clear direction, timely feedback, strong talent management, and ongoing development.