Customer Experience Marketing Manager

Job DescriptionWe are looking for someone who is passionate about helping make healthcare easier, more personalized, more accessible, and more integrated for millions of Aetna members. The Customer Experience Marketing Manager will develop strategies that are grounded in data and customer insights, and activate these strategies in a cross-functional test & learn environment. We are looking for innovative marketers who can act as the voice of the customer and collaborate with other teams to drive business results with the customer in the center of all we do.This role is dynamic, fast-paced and highly collaborative with the opportunity to work with internal stakeholders to design pilots, experiments, or campaigns to improve Net Promoter Score for the Aetna brand. This is a hybrid opportunity with potential for Fully Remote, with a preference to hire near our Corporate Hubs for onsite collaboration up to 2 days per week: New York, NY; Wellesley, MA; Woonsocket, RI; Chicago, IL; Hartford, CT, Buffalo Grove, IL, Northbrook, IL.Fundamental Components: Obtains an in-depth understanding of customer needs and expectations through quantitative and qualitative research, advanced analytics and competitive analysis Maps customer journeys to identify pain points, opportunities, and potential solutions to inform ideal-state experiences Partners with data scientists, senior management, and agile marketing teams to develop marketing and testing strategies for multi-channel marketing communications across targeted audience segments Creates and executes marketing campaigns and programs that drive customer engagement, advocacy, and brand loyalty Develops and maintains strong relationships across the organization to secure support and consensus on strategies to improve customer experiencePay RangeThe typical pay range for this role is:Minimum: 60,300Maximum: 130,000Please keep in mind that this range represents the pay range for all positions in the job grade within which this position falls. The actual salary offer will take into account a wide range of factors, including location.Required Qualifications3+ years experience in leading direct consumer marketing campaign strategy and/or operations.Preferred Qualifications Experience working on customer experience initiatives or programs; ideally 2+ years relevant work experience Demonstrated ability to identify root causes of business or customer problems and determine innovative sources for solutions and opportunities Proven results in using data analytics/research and identifying insights as well as being analytical to evaluate trends and optimize Strong written and oral communication skills with willingness to present to all levels of leadership Experience working with customer feedback data using platforms such as Medallia or Qualtrics Experience conducting customer journey mapping and/or human-centered design methods Experience working in an Agile methodology and/or rapid test and learn environment (either directly with marketing campaigns or in a product development environment) Strong knowledge of health insurance business or experience working in healthcare industry Experience using virtual collaboration design tools such as Miro, Mural, Figma, etc. Experience building skills in a fast-paced, matrix managed and high-volume work environment Some experience in a direct front-line customer service role is preferredEducationBachelor's degree or equivalent experienceBusiness OverviewBring 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. We strive to promote and sustain a culture of diversity, inclusion and belonging every day. CVS Health is an affirmative action employer, and is an equal opportunity employer, as are the physician-owned businesses for which CVS Health provides management services. We do not discriminate in recruiting, hiring, promotion, or any other personnel action based on race, ethnicity, color, national origin, sex/gender, sexual orientation, gender identity or expression, religion, age, disability, protected veteran status, or any other characteristic protected by applicable federal, state, or local law. We proudly support and encourage people with military experience (active, veterans, reservists and National Guard) as well as military spouses to apply for CVS Health job opportunities.

Created: 2024-10-19