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Consumer Experience Analytics Lead - 63198BR

Primary Location: Wellesley, MA
Additional Locations: MA-Wellesley
Aetna’s Consumer Experience (CX) organization was created to help the company meet its strategic objective of becoming a consumer-obsessed company. In pursuit of this goal, our organization brings a consumer experience focus to the company’s relationship with its members. This requires a combination of direct engagement with members on topics such as helping them understand their benefits, addressing friction points as they arise, and coordination with internal function initiatives to improve the overall member experience.

Data and data analysis sit at the core of executing our CX mission. Whether measuring consumer satisfaction through qualitative and quantitative mechanisms, identifying friction points and creating interventions to solve them, personalizing engagement, delivering value, optimizing intervention results, or reporting results of our CX improvements, the analytics function plays a major role in our ability to become a consumer-obsessed company.

As we continue to build our organization, the CX team is now planning to add a Principal Analytics Consultant to provide analytics expertise and leadership to our efforts. This role combines management of a portfolio of relationships with analytics partners from various functions within Aetna and a combination of business and technical skills. To succeed in this exciting role, the Principal Analytics Consultant will have to balance relationship-building with business and technical acumen and deep knowledge of how to leverage analytics to create value. Successful in this very visible role will be a stepping stone to career growth in the exciting world of data science.

Fundamental Components:
  • Acts as an analytics product owner translating business needs into analytics projects and actions
  • Works with senior leaders and internal clients to identify opportunities to implement analytics solutions to business problems. Presents recommendations to senior staff and internal clients, and
  • Collaborates with business partners to understand their strategy, problems, and goals
  • Engages with partner organizations to support our financial deliverables, experience and program dashboards and meet our advanced analytical needs
  • Consults on the creation of analytics solutions that effectively weigh business and technical tradeoffs using an expert understanding of business strategy as well as relevant big data environment topics
  • Understands key drivers of business value and is able to leverage this knowledge to define business opportunities
  • Performs ROI and value analysis on potential consumer experience initiatives and programs in partnership with Consumer Experience program leads. Leverages analytics findings and decision-making tools (such as an issue tree or prioritization matrix) to drive business value
  • Translates business problems into analytical solutions by defining appropriate modeling techniques to analytics partners or vendors
  • Represents the analytics discipline internally to the team and to business partners
  • Serves as engagement manager and project manager with all analytics partners
  • Builds contingency plans and executes corrective action on a timely basis to mitigate risks. Resolves issues and removes barriers that hinder analytics initiatives
  • Sets priorities and executes strategy to meet the team’s analytics needs
  • Manages project timelines and deliverables of the performance analytics team helping to prioritize workload
  • Manage key vendor relationships and contracts critical to support our analytical tools and capabilities
  • Provides actionable optimization recommendations to increase program engagement and improve program behavior
  • Ensures integrity of our data and metrics by developing a data reconciliation strategy and utilizing existing business data sets/reports as the benchmark
  • Performs basic analysis (sizing, lists, etc)
  • Runs basic SQL queries in Hadoop (via Aginity Workbench)
  • Navigates the data environment via data dictionaries and other internal data sources

Background Experience:
  • 5+ years of business experience leading analyses and initiatives with track record of business impact.
Minimum 10 years total business experience,
5+ years of people management experience
  • 5+ years experience strategy consulting or on strategy teams in large companies
  • 3-5 years of experience providing actionable recommendations based on data
  • Demonstrates proficiency in most areas of mathematical analysis methods, machine learning, statistical analyses, and predictive modeling and in-depth specialization in some areas
  • Proficient understanding of warehousing structure, query languages
  • 5+ years experience programming using R, Hadoop, or Python. Strong knowledge of advanced analytics tools and languages to analyze large data sets from multiple data sources
  • Experience in Tableau, Adobe Analytics, SAS/SQL
  • Healthcare sector experience preferred

  • Strong ability to communicate technical concepts to non-technical business partners
  • Experience managing project timelines for cross-functional teams
  • Experience in campaign measurement
  • Experience in large and complex data environments
  • Bachelor degree in quantitative field, or an equivalent combination of formal education and experience. Master's degree in quantitative field or MBA strongly preferred.

Functional Skills:
General Management - Data analysis & interpretation, General Management - Data tools: building & utilization

Technology Experience:
Development Language - SQL

Potential Telework Position:

Percent of Travel Required:
0 - 10%

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

Benefit Eligibility:
Benefit eligibility may vary by position. Click here to review the benefits associated with this position.

Candidate Privacy Information:
Aetna takes our candidates'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.


Click To Review Our Benefits (PDF)


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