Senior Manager, Customer Experience

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

Our Member Experience Improvement team is looking for a forward-thinking, consumer-centric Senior Manager of Customer Experience (CX) Advocacy to serve a critical role in the success of Aetna’s member experience improvement program. You will be required to stay at the forefront of trends by supporting the vision, execution, and communication of Net Promoter Score (NPS) programs. You’ll bring a strong track record of driving results, working across heavily matrixed organizations to achieve outcomes, and ability to influence across multiple lines of businesses and functional areas. 

You’ll collaborate with cross-functional teams to analyze NPS data, communicate progress and results to leadership and prioritize ongoing project request and NPS support intakes to ensure strategic initiatives are prioritized across NPS roadmaps and implemented accordingly.  

We are open to remote or hybrid candidates with a strong preference for those who can work a hybrid schedule at Aetna’s Hartford, CT office. 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.

What you will do 

• Play a strategic role improving our member NPS and other key metrics 
• Develop relationships with internal stakeholders to develop and drive member experience improvements across the organization, focusing on the Aetna Commercial membership
• Craft executive-level reports and communications with brevity and clarity with a focus on actionable recommendations 
• Synthesize data and feedback from member surveys to uncover trends and areas for opportunity  
• Highlight NPS trends and opportunities in regular reporting to maintain consistent visibility into key member pain points across the business. Ensure accurate routing and timely follow-up of inbound member experience improvement requests 
• Maintain tools, practices, and playbooks utilized to deliver high-impact programs while maintaining a lean structure 

Who you are 

• Collaborative team member that helps continue the success of a strong CX Advocacy team 
• A clear communicator with the ability to influence without direct authority
• Distills complex business problems into cohesive, impactful stories
• Presents comfortably and compellingly to senior audiences
• Adaptable, entrepreneurial, and comfortable in high-growth, fast-changing environments

Requirements 

•  6+ years of experience in progressive roles 
• 3+ years of experience creating executive level deliverables
• 2+ years of experience with NPS research or primary marketing research projects
• Experience creating PowerPoint decks and crafting executive-level narratives 
• Strong data analysis and reporting capability
• Advanced MS office skills including Excel and PowerPoint

Preferred Qualifications  

• 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

Education 

• Bachelor’s degree or equivalent work experience

Pay Range