Lead Director, Customer Experience; CX Advocacy & NPS Improvement

Lead Director, Customer Experience (CX) Advocacy & NPS Improvement

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.

What You Will Do

• Commercial NPS Governance & Engagement:
  This role serves as the team lead for the Commercial NPS improvement program and should be being a driving force to improve the experience of Aetna Commercial members through collaboration and accountability. In this capacity, the Lead Director is responsible for ongoing prioritization of Commercial NPS improvement priorities, business case development and coordination to support funding requests, leading regular Executive Steering Committees and Operating Reviews with Aetna Commercial leadership, and monthly reporting processes.
  
  This process is highly visible with SVP and VP-level participants.
• Opportunity Identification & Discovery:
  In addition, this role is responsible for continuously identifying emerging opportunities to improve the member experience of Commercial members and coordinating cross-functional teams to deep dive into feedback and performance, identify root cause, and develop action plans to address. Exact scope of these efforts will vary based on need.
• Communications & Measurement:
  In this capacity, the Lead Director will be responsible for developing and delivering a Commercial communications strategy to highlight new and innovative efforts to improve experience and efficiency. Internally, these efforts should focus on creating needed visibility with leadership stakeholders to drive support and engagement from leadership across Aetna and CVS Health as part of the Commercial Voice of the Customer (VOC) program.
  
  Externally, this should reinforce efforts to differentiate Aetna with current and potential customers, brokers/consultants, and members.
• Foundational Capabilities:
  Finally, this role will partner 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. This role will continuously improve the tools, practices, and support models utilized to deliver a high-impact program while maintaining a lean structure.

Who You Are

• Collaborative team member that helps continue to lead the success of a strong CX Advocacy team
• A clear communicator with the ability to influence without direct authority
• Able to deliver results while managing competing priorities across stakeholders
• 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

• 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

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 Power Point
• Quick Base or similar platform project tracking experience
• Survey feedback dashboard experience

Education

• Bachelor's degree or equivalent work experience

We support a hybrid work environment. 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…