Lead Director - Retention Performance Advisory

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
 

As the Lead Director, Retention Performance Advisory, you will lead a team to develop cross-functional solutions to address Medicare Advantage member retention opportunities, resulting in initiatives that significantly impact organizational strategy, enabling the organization to be competitive annually in Medicare Star Ratings and effectively drive more loyal customers each year. You'll be responsible for developing, and executing upon a member retention strategy that is well aligned with business stakeholders. You will oversee the use of retention analytics and predictive intelligence throughout the year to strengthen and adjust programming with the sales organization, market leadership, provider organizations, marketing, and members. You will lead the retention COE, as well as participate in key member experience forums to ensure we are delivering on our commitments. Maintains excellent relationship with stakeholders across the entire CVS Health enterprise. This role will take collaboration to the next level to optimize the achievement of strategic business objectives to support profitable growth through a deep focus on how Aetna and its partners can optimize the member experience across the member journey.   

Fundamental Job Components:

• Leads the Annual Enrollment Period/Open Enrollment Period strategic plan for retention in partnership with core stakeholders.
• Advises management through strategic business consultation to support the organization's Star Ratings and member retention goals.
• Coordinate all researching, collecting, analyzing, and compiling of data and information to drive improvement strategy and tactics.
• Designs, develops, and implements improvement programs and processes for member, broker, and provider facing experiences and other key business processes that indirectly impact the member experience.
• Communicate with top management regarding current trends, experience metrics, voice of customer, and competitive market insights by providing analysis and recommending solutions.
• Communicate strategically internally and externally with clients, and senior management regarding the goals and objectives of the business.

• Advise management regarding current business trends and best practices preparing analysis for senior management, stakeholders, and clients.
• Administer strategic review processes ensuring continuous improvement, compliance, and high-performance standards are upheld.
• Control all systems for performance appraisals within the business consulting department ensuring compliance and continuous improvement.

Required Qualifications

• 10-15 years relevant work experience
• Experienced at execution and delivery (planning, delivering, and supporting) skills
• Extensive business acumen
• 3 years of leadership experience
• Experience analyzing data and creating reports for business projections, dashboards,  decisions  etc.
• Experience working with collaborating with cross functional teams

Preferred Qualifications

• Medicare experience

Education

Bachelor's degree or equivalent work experience

Pay Range

The typical pay range for this role is:

$100,000.00 - $231,540.00

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, dent