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Senior Consultant - Digital Voice of the Customer team

Primary Location: Hartford, CT
Additional Locations: CT-Hartford
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Description:
In the Enterprise Insights Group at CVS Health, we strive to understand our consumers and business clients attitudinally and behaviorally, in order to help inform business thinking and strategy. As a Research Senior Consultant for Aetna subsidiary, you will support Digital Voice of the Customer (VoC) team in its effort to ensure that our all our digital products users’ feedback is a key part of the learnings and insights leading to consistently best in class online experiences. You will also help integrating digital VoC data into larger multichannel research insights and prep the data to answer our many stakeholders’ business questions. Every day brings a new challenge when working in this fast-paced, hands-on environment.


The Research Senior Consultant is innately curious, organized, a successful multitasker with strong written and verbal communication skills that can be adapted to different environments. S/he enjoys working with data, possesses uniquely strong logical reasoning, has attention to detail like no other and is a fast learner. Most importantly, the Research Senior Consultant is eager to take part in shaping the future CVS Health/ Aetna digital products and user experiences!


Fundamental Components:

As a Research Senior Consultant you will be primarily responsible for supporting Aetna Digital VoC team and their qualitative and quantitative market research efforts. This will involve:
- Helping translate business needs into manageable research agendas
- Building, customizing and updating member/client facing digital research tools and ensuring that incoming data is codified in a way to help effectively drive customer insights
- Working with cross functional teams to obtain, document and configure specifications, as well as test and implement new research tools or update the existing tools when the business requirements change
- Proactively spotting and flagging any data irregularities, troubleshooting and fixing any potential issues with the program
- Building interactive reporting and ensuring democratization of research through self-service reporting tools
- Assisting in translating data into meaningful and actionable insights with a ‘customer first’ lens in mind



Background Experience:
  • 3+ years relevant experience.
  • Degrees in related fields such as Marketing, Business, Communications, and Social Sciences are a plus.
  • Bachelor's degree required.
  • Masters’ degree preferred, but not required.
Essential Qualifications

Knowledge of:
  • Microsoft Office 365 software (Highly Proficient)
  • Data analysis

Skill In:
  • Prioritizing tasks, working independently and collaborating. Sense of urgency and accountability are required.
  • Written and oral presentation

Ability To:
  • Show exceptional attention to details
  • Perform root cause analysis and interpret data
  • Formulate clear questions with intent to drive greater understanding
  • Work under tight deadlines based on project timelines with finish line mindset
  • Collaborate on all levels and across business groups, actively participate in small and large group discussions.
  • Quickly learn on the job

Preferred Qualifications:

Knowledge of:
  • Experience management products/platforms, such as Qualtrics or Medallia
  • Insurance industry

Skill in:
  • Research
  • Statistics


Additional Job Information:
Essential Qualifications

Knowledge of:
  • Microsoft Office 365 software (Highly Proficient)
  • Data analysis
Skill In:
  • Prioritizing tasks, working independently and collaborating. Sense of urgency and accountability are required.
  • Written and oral presentation
Ability To:
  • Show exceptional attention to details
  • Perform root cause analysis and interpret data
  • Formulate clear questions with intent to drive greater understanding
  • Work under tight deadlines based on project timelines with finish line mindset
  • Collaborate on all levels and across business groups, actively participate in small and large group discussions.
  • Quickly learn on the job
Preferred Qualifications:

Knowledge of:
  • Experience management products/platforms, such as Qualtrics or Medallia
  • Insurance industry
Skill in:
  • Research
  • Statistics


Required Skills:
General Business - Applying Reasoned Judgment, General Business - Turning Data into Information, Service - Providing Solutions to Constituent Needs

Desired Skills:
Benefits Management - Understanding Clinical Impacts, General Business - Communicating for Impact, Service - Working Across Boundaries

Functional Skills:
Communication - Communication Development - Executive level presentations, General Management - Data analysis & interpretation, General Management - Project management (non-IT), Information Management - Data acquisition, data management, programming and documentation, Marketing - Market Research

Potential Telework Position:
Yes

Percent of Travel Required:
0 - 10%

EEO Statement:
Aetna is an Equal Opportunity, Affirmative Action Employer

Benefit Eligibility:
Benefit eligibility may vary by position.

Candidate Privacy Information:
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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