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Sr. Director, B2B Insights

Primary Location: Hartford, CT
Additional Locations: CT-Hartford, MA-Boston, NY-New York, RI-Woonsocket
This position is responsible for all insights related to our PBM (pharmacy benefits management), Aetna’s Commercial business (employer-sponsored health plans), and Office of the Customer (a team dedicated to improving the Aetna member experience, primarily for Commercial members).

By developing new and deeper insights into plan sponsors, providers, and distribution partners (brokers and consultants), you and your team will elevate our offerings, develop health benefits and member care experiences that better meet the needs of members and plan sponsors, and hold CVS Health to a high standard of performance.

Hartford, CT / Boston, MA / New York, NY / Woonsocket, RI
Report to: VP, Enterprise Insights
Team: ~6

Fundamental Components:
  • Develop, refine and lead a comprehensive learning agenda designed to advance our competitiveness among plan sponsors and members, including:
    • Research to understand where we win / lose new business pitches to prospective plan sponsors, and why
    • Develop insights into members’ health needs, to support development of transformative new health care plans and products
    • Understand what drives PBM member satisfaction, and what critical operations changes need to happen to elevate the member experience
    • Explore the future of the healthcare space 10+ years out, and think backwards to the kinds of pilots, markets, and capabilities CVS Health should begin to develop now and in the next 2+ years
    • Analyze pain points in the current member experience, and collaborate with colleagues to consider how we can reduce friction around claims and health management
  • Be an indispensable strategic partner to senior leaders in our PBM and Aetna’s Commercial business, by applying deep knowledge of the business, category, and human behavior to synthesize impactful insights that inspire innovative solutions to drive business results
  • Relentlessly work to ensure we are uncovering, sharing, and highlighting the right insights to influence key business decisions including sales, service, and product development strategies and plans
  • Nurture and grow a team of recognized strategic partners for the business and marketers
  • Provide ad-hoc customer analyses to address specific business questions from stakeholder groups: marketing, strategy, operations, and planning
  • Escalate new customer trends to business units; provide hypotheses/facts around what is causing them and recommendations on how to strategically use these new insights
  • Serve on leadership team of the Enterprise Insights group, helping to evolve quality of the work we do across the Enterprise and collaborating with other Insights leaders to manage the team effectively

Background Experience:
  • 10+ years’ experience, with deep understanding of the health industry and market research
  • Management consulting experience strongly preferred
  • 5+ years of experience working in the health plans industry, ideally in Commercial healthcare insurance and / or PBM
  • Some PBM experience, and a strong understanding of the PBM economic and business model, is required
  • Must be highly experienced and fluent in market research (e.g., qual and quant methodologies, research data analysis); knowledge of and interest in research trends is a plus
  • Proven track record as a trusted strategic advisor to senior-level leaders who make significant business decisions
  • Experience with product development and / or improving customers / member experience
  • Strong storytelling skills and ability to construct persuasive, clear arguments based on objective insights and logic
  • Experience synthesizing truly impactful insights based on deep understanding of the operational and economic realities of the business
  • Ability to share a compelling vision and champion individual projects, leveraging excellent oral and written presentation skills and effective stakeholder management, including senior executives
  • Track record as a mentor / coach, able to develop and inspire mid-level and junior staff
  • Experience managing teams, with a track record of nurturing team members and a low attrition rate. Must have experience managing 6+ people at once; ideally more, over a number of years
  • Strong project management skills, including successful budget management, procurement, and seamlessly bridging internal team members and vendor partners.
  • Proven success articulating a vision for change and making it a reality, ideally within a large organization
  • Strong storytelling skills - the ability to review a presentation and spot inconsistencies in data, story, formatting is essential. PowerPoint and document management skills are a plus; careful, thorough work is table stakes

Required Skills:
General Business - Communicating for Impact, General Business - Demonstrating Business and Industry Acumen, General Business - Turning Data into Information, Leadership - Developing and Executing Strategy, Leadership - Engaging and Developing People

Potential Telework Position:

Percent of Travel Required:
10 - 25%

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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