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Posted: Tuesday, February 6, 2018 6:30 PM

Req ID: 44533BR
About AetnaAetna is looking to transform healthcare, and sees healthcare as the most important topic in today s environment. Aetna is focused on more than providing health insurance, Aetna is looking to provide end-to-end health management for its members and is looking for the most talented and passionate people to join its team. Position Summary Have you ever felt that health insurance is impossible to understand? Have you ever been confused as to why you receive a bill from your Dr. 3 months after the visit? Have you ever thought there must be a better way to do this? This is a senior leadership role where you will be engaging with Aetna s Chief Marketing Officer and reporting to Aetna s Head of Member Analytics. The Head of Customer Experience Analytics will be responsible for managing a team of 10+ data scientists to fix these problems and improve the experience of not only engaging with Aetna as it relates to your health, but also, thinking more holistically to improve the end to end experience of receiving healthcare. This role sits at the intersection of analytics, design, healthcare and customer experience.
Fundamental Components-Defining a strategy to create a best in class customer experience by increasing satisfaction and loyalty-Identifying metrics that matter and establishing mechanisms to track changes in customer experience across Journeys-Applying analytics to build strategies to redesign customer experiences and partner with business leaders to implement these strategies -Building technological solutions to help assess, measure and monitor customer Journeys You will enjoy working with 50 TB+ datasets, cutting edge technology and the ability to see your strategies positively influencing the lives of 28 million Americans. You are passionate about customer experience and see the untapped value associated with integrating advanced analytics into design decisions. You are results driven, self-starting and care about nothing more than letting the best ideas come to the top with a passion for redefining healthcare. You are a player-coach with the ability to mentor data scientists and cultivate growth.
Key Responsibilities Develop an overarching strategy to create a best-in class customer experience across both process oriented (e.g., Find a Provider ) and clinical (e.g., Breast Cancer ) Journeys Lead teams of data scientists that will perform quantitative and qualitative analysis to redesign Journeys. This includes: Connect terabytes of data in Hadoop map the Journey to identify the top 10 sub-journeys that lead to dissatisfaction / a complaint Apply sophisticated machine learning techniques designed for sequential data (e.g., deep learning, hidden markov models, etc.,) to predict key Journey outcomes Apply design thinking methods to ideate on ways to remediate pain points and innovate Lead quantitative and qualitative customer research to evaluate effectiveness of proposed solutions Build business cases associated with redesign and work with technology and business teams to implement changes Build business facing solutions to visualize, track and understand the impact of experience change recommendations
Background Experience / Desired: 7+ years of demonstrated success applying and leading data science teams, particularly as it relates to customer analytics and experience Self-starting go-getter with a passion for healthcare, innovation and analytics Working knowledge of Python, Spark and visualization tools like RShiny or D3.js A customer first mindset and experience performing quantitative (e.g., surveys) and qualitative (e.g., ethnography) customer research A passion for applying analytics to experience design and healthcare A degree in a quantitative discipline
Graduate degree in a quantitative discipline
This role is preferably based out of the Wellesley, MA office, may consider NYC with travel.
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
Associated topics: business, demand, festival, hospital, market, mba, policies, product market, public, twitter


• Location: Manhattan

• Post ID: 158615087 manhattan is an interactive computer service that enables access by multiple users and should not be treated as the publisher or speaker of any information provided by another information content provider. © 2018