Aetna Customer Experience Analytics, Senior Director in Wellesley, Massachusetts

Req ID: 44533BR


The Senior Director of Analytics Customer Experience, reporting into the VP of Member Analytics, will play a critical role in developing the strategy and leading Aetnas customer experience evolution. Position is accountable for driving meaningful change to the customer journey across channels and throughout the customer lifecycle. Primary responsibility for maintaining a productive and motivating work environment to achieve business goals. Manages a team of 10+ people including managers. This is a wonderful opportunity to be part of a new and expanding team within Aetnas growing Data Science organization.

Fundamental Components:

Customer Journey Experience:

?Developing the strategy of a mix of qualitative and quantitative analysis techniques to identify and prioritize opportunities to create exceptional customer experiences and inspire loyalty throughout the customer ownership journey.

?Making recommendations executive leaders based on learnings from customer insights to further engage customers.

?Presents analysis based recommendations to domain experts and other Aetna senior management or to external business clients.

?Communicating trends and insights using both verbal and graphical representation.

Applied research, statistical analysis, data modeling and integration:

?Directs development of health data strategic plans, policies and procedures for analysis of cost containment, quality and pricing information.

?Directs development of statistical/analytical procedures, processes, policies, data reports and/or products and quality matrices that support internal and external constituents.

?Directs the application of appropriate research design and statistical procedures utilized in internal and external studies.

?Presents analysis based recommendations to domain experts and other Aetna senior management or to external business clients.

Project and department management:

?Manages budgets, plans and expenses and cost center responsibilities.

?Leads projects, people (in department or matrix environment), customer expectations and business priorities to achieve constituent satisfaction.

?Oversees day-to-day activities of the department.

?Leads and builds a large team through diverse assignments, coaching, mentoring and other development techniques.

?Responsible for team commitments to quality and on-time deliverables.

?Motivates and is willing to understand and probe into technical details and mentors others to do the same.

Solutions consulting and decision support:

?Presentation and consultation to existing and prospective constituents on information services, capabilities and performance results.

?Prepares proposals in response to business requests from Aetna Integrated Informatics' internal and external clients.

?Turns analysis into business/customer solutions.

?Develops tactical and strategic solutions that satisfy information needs across products, segments and clients.


10+ years of executive client interfacing experience (internal or external) and leadership experience overseeing an analytics/data science team preferably from a customer experience company, demonstrating excellent written and verbal communication skills and reliable executive presence.


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


Aetnas Consumer Health Services Customer Experience Team creates cutting edge analytic tools to drive better and faster decision making within the organization. We are currently looking for an exceptional Senior Director of Customer Experience Analytics in either our Wellesley, MA; New York, NY; or our Harford, CT location.

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: Health Care