Aetna Head of CRM & Customer Experience Analytics - 36524BR in Wellesley, Massachusetts

Req ID: 36524BR

Position Summary/ Mission:We are looking for an impact-oriented, senior analytics and business leader to drive two business objectives:· Improve the health of members through the development of cutting-edge, world class customer analytics and behavior change strategies and programs · Increase the satisfaction and loyalty of our members through deep insights on customer experience drivers and break point and design of programs and investments to addressResponsible for managing team of 15+ data scientists and analysts; reporting directly to VP Analytics and Behavior Change. Job Description/Key Responsibilities:Client leader. Partner and consult with business unit leaders to frame and articulate the true business problem and design cutting-edge solutions powered by analytics, with success metrics tied to BU targets Customer engagement programs. Develop a world-class customer engagement strategy, including:· Develop LTV and segmentation analytics to uncover and quantify the drivers of customer value for individual· Customer insights on the drivers of customer behavior, barriers to change, potential influencers, etc that inform potential programs· Define and test an innovate set of behavior change programs, leveraging behavior economics theory and best practice, including incentive design, intrinsic motivators, social influencer, etc· Build a rapid test & learn engine, with 360 degree feedback loops Background/Experience:· 10+ years of experience in advanced analytics or analytics related field; demonstrated examples of driving impact from advanced analytics in ‘big data’ environments · Experience driving CRM, customer engagement and CRM analytics (LTV, segmentation, driver analyses) at scale · Experience building out and managing large, high performing analytics and marketing teams· Experience in healthcare a plus Education: · MBA, masters/PhD in Statistics, Analytics or analytics related fields preferred


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.

We conduct pre-employment drug and background testing. Benefit eligibility may vary by position. Click here to review the benefits associated with this position.


Job Function: Health Care