Lead Director, Customer Experience (CX) Advocacy & NPS Improvement
About The Position
CVS Health is on a journey to becoming the most consumer-centric health company and creating engaging and seamless experiences for members, clients, and colleagues. As a Lead Director of CX Advocacy & NPS Improvement within our Business Technology Solutions & Services (BTSS), you will play 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 Aetna 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.
Requirements
- 8-10+ years of experience in progressive roles across strategic planning, management consulting, customer experience strategy, provider experience strategy and/or program management
- 6+ years of creating executive level deliverables and presenting to senior audiences
- 4+ years of experience with NPS research or primary marketing research projects
- Strong data analysis and reporting capability
- Bachelor’s degree or equivalent work experience
Nice To Haves
- Commercial healthcare, insurance or pharmacy experience
- Developed storytelling ability
- Deep critical thinking and growth mindset attributes
- Advanced MS office skills including Excel and PowerPoint
- QuickBase or similar platform project tracking experience
- Survey feedback dashboard experience
Responsibilities
- Serves as the team lead for the Commercial NPS improvement program and is a driving force to improve the experience of Aetna Commercial members through collaboration and accountability.
- Responsible for ongoing prioritization of Commercial NPS improvement priorities, business case development and coordination to support funding requests.
- Leads regular Executive Steering Committees and Operating Reviews with Aetna Commercial leadership, and monthly reporting processes.
- Continuously identifies emerging opportunities to improve the member experience of Commercial members and coordinates cross-functional teams to deep dive into feedback and performance, identify root cause, and develop action plans to address.
- Develops and delivers a Commercial communications strategy to highlight new and innovative efforts to improve experience and efficiency.
- Partners with peers within the Aetna CX Advocacy & Enterprise Measurement teams to scale use of NPS analytics platforms and insights capabilities to measure initiative impact and identify opportunities, enabling the transition from reactive reporting to predictive, data-driven decisions.
- Continuously improves the tools, practices, and support models utilized to deliver a high-impact program while maintaining a lean structure.
Benefits
- medical, dental, and vision coverage
- paid time off
- retirement savings options
- wellness programs
- other resources, based on eligibility
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Director
