Company Name:
Approximate Salary:
Not Specified
Burlington, Massachusetts
United States
Position type:
Full Time
Experience level:
4-6 Years
Education level:
Bachelor's Degree

Head of Customer Journey Innovation

The Head of Customer Journey Innovation will serve as a key member of the Office of the Consumer charged with strengthening Aetna's relationships with providers, our effectiveness in provider engagement, and setting and improving the measures by which we score the attributes of this critical partnership.

Responsible for providing strategic journey design leadership for key consumer journeys to drive member experience.


Position Summary


Opportunity for consumer-orientated, customer journey design leader to re-envision the Aetna member experience. Responsible for the path-breaking, differentiated member experiences using new technologies and our partner/service portfolios. Support consumer journeys across all segments of our business.


Looking for a visionary, senior leader with deep subject matter expertise of approaches to consumer experience transformation. In this critical role this individual will create a future state and bring new ideas to deepening relationships with our members.


Fundamental Components


  • · Provide the creative stimulus, bringing new ideas and thinking to the consumer healthcare experience. Push the boundaries of what exists and what thought to be possible to identify ‘step change’ solutions to member experiences.
  • · Work with Engagement team and key functional areas (Marketing, Product, Sales, etc) to conduct and synthesize multiple inputs and intelligence across major customer experience domains(service, product, education, marketing, digital etc.)
  • · Define, develop and align the go-to-market strategies for all Customer Experience initiatives to ensure effective adoption by member segments.
  • · Guide the development of project scope, schedule, initiation, start-up design, and business case development and deployment recommendations.
  • · Analyze performance metrics to assess, diagnose, and explain variance in performance to plan and develop action plans.


Job Requirements


  • · Seasoned executive with successful track record in the Customer Experience field, including CX research, program design, measurements and journey mapping; demonstrated success influencing across organizational boundaries at all levels to define and achieve shared goals
  • · Demonstrated track record of success as a generator of innovative ideas and approaches; unafraid to push the envelope regarding new methods of engagement.
  • · Adept at scanning underserved or unrecognized customer needs that present profitable business opportunities; determines customer demand for new offerings as well as adoption barriers and associated solutions, creatively identifies alternative ways to efficiently and profitably bring service or customer facing technology concepts to the market.
  • · Strong executive presence with exceptional presentations skills, viewed by customers and the marketplace as a creative and influential force. Strong credibility and high level of respect as an innovative leader.


Background/Experience Desired


15+ years of customer experience, customer engagement, journey mapping


Bachelors degree in Marketing, MBA preferred

Wellesley, MA

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.


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