Senior Manager, Customer Experience

Senior Manager Of Customer Experience (Cx) Advocacy

At CVS Health, we are 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.

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

The typical pay range for this role is:

$82,940.00 - $182,549.00

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.

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.
• No-cost 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.