Executive Director Customer Experience Strategy
Executive Director Customer Experience Strategy
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$ 131500 - 303195
1 Vacancy
Job Description
At CVS Health were building a world of health around every consumer and surrounding ourselves with dedicated colleagues who are passionate about transforming health care.
As the nations leading health solutions company we reach millions of Americans through our local presence digital channels and more than 300000 purposedriven 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 consumercentric 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 Aetnas NPS Improvement program and Strategic Governance for the Business Technology Services & Solutions (BTSS) organization within Aetna Service Operations.
As the leader of Aetnas 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 of the organizations strategic plan driving operational excellence and longterm 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 datadriven decisions.
- Stakeholder Engagement:Communicate the organizations 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 organizations 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:1015 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 executivefacing presentations to implement strategy or change initiatives.
- Program Management:Demonstrated experience coordinating across multiple executive stakeholders and project teams.
- :Ability to manage multiple priorities independently in a fastpaced dynamic environment.
- Business Intelligence:Proficiency in business intelligence tools and techniques.
- Collaboration:Strong teamwork and collaboration skills.
- Problem Solving:Mastery of problemsolving and decisionmaking skills.
- Growth Mindset:Ability to proactively identify emerging needs and bring structure to ambiguity.
- Team Management:Experience managing a small team.
- Communication:Strong analytical and written/oral communication skills.
- Technical Skills:Advanced MS Office skills including PowerPoint and Excel.
Preferred Qualifications:
- Leadership:Experience leading largescale strategic programs.
- Certifications:Six Sigma Green Belt Certification.
Education:
- Required:Bachelors Degree (BS/BA).
- Preferred:MBA.
Pay Range
The typical pay range for this role is:
$131500.00 $303195.00
This pay range represents the base hourly rate or base annual fulltime 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 shortterm incentive program in addition to the base pay range listed above. This position also includes an award target in the companys equity award program.
Our people fuel our future. Our teams reflect the customers patients members and communities we serve and we are committed to fostering a workplace where every colleague feels valued and that they belong.
Great benefits for great people
We take pride in our comprehensive and competitive mix of pay and benefits investing in the physical emotional and financial wellness of our colleagues and their families to help them be the healthiest they can be. In addition to our competitive wages our great benefits include:
Affordable medical plan options a 401(k) plan (including matching company contributions) and an employee stock purchase plan.
Nocost programs for all colleagues including wellness screenings tobacco cessation and weight management programs confidential counseling and financial coaching.
Benefit solutions that address the different needs and preferences of our colleagues including paid time off flexible work schedules family leave dependent care resources colleague assistance programs tuition assistance retiree medical access and many other benefits depending on eligibility.
For more information visit anticipate the application window for this opening will close on: 05/31/2025 Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal state and local laws.
Required Experience:
Director
Employment Type
Full-Time
