Aetna Head of Customer Lifecyle Management Analytics in Wellesley, Massachusetts

Req ID: 44530BR


Senior leader, reporting to VP, Member Analytics, responsible for building and directing the analytics which is critical to developing deep behavioral insights and provide best in the industry customer lifecycle management (CLM). Leads a 15+ person organization across multiple managers owning behavioral insight discovery, experiment design, and test & learn. Industry leader in innovative ideas in consumer focused digital experience and behavior analytics. Behavioral insights will play an essential role in driving and optimizing proactive engagement with members and empower consumers to live healthier lives.

Fundamental Components:

Solely responsible for the success of analytics supporting CLM and developing strategic behavioral analytics solutions across products, segments and clients.

Impact-oriented, analytics and business leader to manage an analytic organization aimed at revolutionizing customer experience through marketing and customer-centric digital innovation.

Provides strategic leadership and proactively recommends innovative research techniques, immersions and communications opportunities.

Sets the direction for the company on the development of statistical/analytical procedures, processes, policies, experiment design, performance monitoring reports and KPIs to support CLM and optimize learning

Partners with internal organizations (Marketing, Digital Products, Finance, etc) to develop comprehensive member engagement strategy through personalized contextual customer targeting/engagement and improve customer experience (CEX).

Impacts results of CLM and develop deeper understanding of drivers affecting behavior, directing the resolution of highly complex and strategic business problems.

Deep knowledge and leadership in statistical analysis, transaction, social, and behavioral data to model consumer health behavior drivers, obstacles, and activation.

Presents analysis based strategy and makes recommendations to senior management.

Partners with marketing product executives and office of chief medical officer to understand key business questions and member engagement objectives; translating questions and objectives into well-defined analytics proposals to achieve business strategy.

Sets business priorities and executes plans including: tracking of initiatives, prioritizing, managing analytics implementation initiatives, budgets and stakeholder expectations.

Manages and builds a strong team through formal training, diverse assignments, proactive coaching, mentoring and other development techniques.

Contributes to a motivated work environment by working effectively to achieve common goals.

Presents to senior management and existing and prospective constituents on information services, capabilities and performance results.


Demonstrated experience leading and setting the direction for large analytics teams focusing on statistical/multivariate data analysis and building large scale machine learning models.

Industry leader in customer segmentation, CLV, health behavior/activation models, experiment design, and latest researches/findings in the field of behavioral economic.


The highest level of education desired for candidates in this position is a Master's degree.


Looking for opportunities to use cutting edge technologies analyzing petabytes of data in a world class Hadoop cluster finding useful insights and innovative ways to guide consumers in their journey to wellness and helping them achieve their health ambitions whether its playing tackle football with their grandkids or running the Inca Trail Marathon? Aetna's Member Analytics team is focused on delivering strategically-impactful products to our members across all life stages to feel the joy of achieving their best health, in their own way.

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