Bring your heart to CVS Health. Every one of us at CVS Health shares a single, clear purpose: Bringing our heart to every moment of your health. This purpose guides our commitment to deliver enhanced human-centric health care for a rapidly changing world. Anchored in our brand - with heart at its center - our purpose sends a personal message that how we deliver our services is just as important as what we deliver.
Our Heart At Work Behaviors™ support this purpose. We want everyone who works at CVS Health to feel empowered by the role they play in transforming our culture and accelerating our ability to innovate and deliver solutions to make health care more personal, convenient and affordable.
Position Summary
As the Lead Director, Member Experience Strategic Projects you will be a part the optimization team dedicated to identifying, solving, and improving processes that are directly related to member grievances and CTMs with internal businesses and third parties. You will be responsible for standing up tiger teams to address opportunities in a timely fashion to ensure we are consistently solving the right barriers for our members. You will owns the digital/IT related experience improvement plan for member experience with a focus on prioritization with stakeholders. You will work with leadership to develop, coordinate, and deploy strategic investments as related to our strategy. In addition, you will serve as the relationship manager for new work and help activate other areas within the Stars Organization as necessary.
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Required Qualifications
- 10 plus years of related work experience
- 5 years Project management experience
- Experienced at executing and delivering business objectives
- Extensive business acumen
- Expertise in conducting deep process and customer journey analysis and identifying actionable insights
- Demonstrated experience in crafting business solutions with experience in planning, assessing, and implementing change
- 5 plus years of Medicare 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 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.
- Bachelor's degree or equivalent work experience
The typical pay range for this role is:
$100,000.00 - $231,540.00
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.
In addition to your compensation, enjoy the rewards of an organization that puts our heart into caring for our colleagues and our communities. The Company offers a full range of medical, dental, and vision benefits. Eligible employees may enroll in the Company's 401(k) retirement savings plan, and an Employee Stock Purchase Plan is also available for eligible employees. The Company provides a fully-paid term life insurance plan to eligible employees, and short-term and long term disability benefits. CVS Health also offers numerous well-being programs, education assistance, free development courses, a CVS store discount, and discount programs with participating partners. As for time off, Company employees enjoy Paid Time Off ("PTO") or vacation pay, as well as paid holidays throughout the calendar year. Number of paid holidays, sick time and other time off are provided consistent with relevant state law and Company policies.
For more detailed information on available benefits, please visit Benefits | CVS Health
We anticipate the application window for this opening will close on: 11/15/2024
Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state and local laws.