Executive Director, Customer Experience Strategy

At CVS Health, we’re building a world of health around every consumer and surrounding ourselves with dedicated colleagues who are passionate about transforming health care.

As the nation’s leading health solutions company, we reach millions of Americans through our local presence, digital channels and more than 300,000 purpose-driven colleagues – caring for people where, when and how they choose in a way that is uniquely more connected, more convenient and more compassionate. And we do it all with heart, each and every day.

Position Summary:

CVS Health is on a journey to become the most consumer-centric health company, creating winning experiences for members, clients, and colleagues. The Executive Director, Aetna NPS Improvement & BTSS Strategic Governance, will play a pivotal role in leading Aetna’s NPS Improvement program and Strategic Governance for the Business Technology Services & Solutions (BTSS) organization within Aetna Service Operations.

As the leader of Aetna’s NPS and Member Experience improvement program, you will collaborate across the organization to drive initiatives that enhance member experience. You will oversee a portfolio of projects, ensuring rigor and accountability, with a focus on the Commercial and Individual & Family Plans (IFP) businesses. Regular updates to executive leadership through Steering Committee processes are a key component of this role.

In your capacity as the lead for BTSS Strategic Governance, you will partner with the Vice President and BTSS leadership team to drive strategy, capital planning, stakeholder engagement, communications, and management processes. Your efforts will ensure a clear vision for the role of technology and AI in Aetna Service Operations, supporting alignment, visibility into progress, and securing necessary funding.

This highly visible role offers direct exposure to executive leaders and the opportunity to drive transformative change within the organization. Ideal candidates will have a proven track record of driving results, experience in matrixed organizations, comfort engaging executive leadership, and the ability to influence at all levels. This role is perfect for high performers seeking to build knowledge and relationships across multiple functional areas and lines of business within Aetna.

Primary Responsibilities:

• Strategic Planning: Lead the development and execution of the organization's strategic plan, driving operational excellence and long-term growth.
• Process Optimization: Analyze business processes, identify inefficiencies, and implement strategies to streamline operations and reduce costs.
• Performance Monitoring: Establish key performance indicators (KPIs) and metrics to monitor organizational performance.
• Financial Management: Collaborate with the finance team to ensure financial stability, optimize resources, and make data-driven decisions.
• Stakeholder Engagement: Communicate the organization's vision and goals, address concerns, and seek strategic collaborations and partnerships.
• Growth Initiatives: Identify and pursue new business opportunities to drive growth and revenue.
• Reporting: Provide regular updates on business operations, strategic initiatives, financial performance, and key achievements to senior leadership and stakeholders.
• Risk Management: Identify and mitigate risks that could impact the organization's operations or strategic objectives.
• Leadership: Provide mentorship and guidance to the business operations team, fostering a culture of collaboration, innovation, and continuous learning.

Required Qualifications:

• Experience: 10-15 years of related experience.
• Background: Strategic planning, management consulting, finance, program management, and/or Chief of Staff roles to executive leadership.
• Relationship Building: Proven ability to develop effective relationships with peers and executive leaders.
• Presentation Skills: Experience developing and executing executive-facing presentations to implement strategy or change initiatives.
• Program Management: Demonstrated experience coordinating across multiple executive stakeholders and project teams.
• Execution: Ability to manage multiple priorities independently in a fast-paced, dynamic environment.
• Business Intelligence: Proficiency in business intelligence tools and techniques.
• Collaboration: Strong teamwork and collaboration skills.
• Problem Solving: Mastery of problem-solving and decision-making skills.
• Growth Mindset: Ability to proactively identify emerging needs and bring structure to ambiguity.
• Team Management: E