Aetna Commercial Member Experience, Sr Director in Hartford, Connecticut

Req ID: 41498BR


The Commercial Member Experience (MME) Leader will serve as a key member of the Marketing staff charged with strengthening Aetnas retention, member satisfaction, and appeal to members by coordinating the development and delivery of a distinctive, branded member experience across the key journeys that matter to our members. This role will bring critical insights to bear on member needs, behaviors, and attitudes, define and manage metrics which reflect our goals in experience delivery, will coordinate with Commercial businesses to create an overarching view of the member experience improvement roadmap, and lead marketing initiatives which build branded breakthroughs.

Fundamental Components:

Cross-functional knowledge of how Commercial businesses function and how they make money

Strong collaboration and influencing skills across Commercial businesses and related functions at leadership levels, but also more deeply at the levels where work is being planned/executed

Ability to do root cause analysis and understand end to end process management, how to make change happen within the organization

Ability to review customer experience metrics, feedback and give direction to the data collection teams to ensure data accurately depicts member experience and provides actionable insights

Ability to communicate findings to business partners in clear actionable ways

Ability to understand the needs of members in the broader health care context where the needs of plan sponsors and providers also have to be met finding the solutions that improve the overall system while improving the member experience


15+ years of experience, 7-10+ years of experience as SME


The highest level of education desired for candidates in this position is a Master's degree.


Aetna is about more than just doing a job. This is our opportunity to re-shape healthcare for America and across the globe. We are developing solutions to improve the quality and affordability of healthcare. What we do will benefit generations to come.

We care about each other, our customers and our communities. We are inspired to make a difference, and we are committed to integrity and excellence.

Together we will empower people to live healthier lives.

Aetna is an equal opportunity & affirmative action employer. All qualified applicants will receive consideration for employment regardless of personal characteristics or status. We take affirmative action to recruit, select and develop women, people of color, veterans and individuals with disabilities.

We are a company built on excellence. We have a culture that values growth, achievement and diversity and a workplace where your voice can be heard.

Benefit eligibility may vary by position. Click here to review the benefits associated with this position.

Aetna takes our candidate's data privacy seriously. At no time will any Aetna recruiter or employee request any financial or personal information (Social Security Number, Credit card information for direct deposit, etc.) from you via e-mail. Any requests for information will be discussed prior and will be conducted through a secure website provided by the recruiter. Should you be asked for such information, please notify us immediately.

Job Function: Marketing