Aetna Director of Consumer Experience in San Francisco, California

Req ID: 54240BR


The Director of Consumer Experience is a critical member of the team who will support the goals of the Sutter Health | Aetna Joint Venture (SH|A) by setting the direction and strategy for delivering a differentiated consumer experience across the business. This team member will work across a matrixed environment to recommend appropriate actions, strategies and alternatives to meet the needs of the business. Has responsibility for leading/managing all aspects of consumer experience such as planning, coordination, development, implementation including the financial implications while prioritizing work, resources and time.

This is a highly collaborative role which will leverage superior skills and effectiveness at managing relationships across the different business segments and functional areas of the parent companies. The Director of Consumer Experience will report to the CEO of the Joint Venture.

Fundamental Components:

Continue to set and refine short-term goals and long-term strategy/vision for Joint Venture consumer experience differentiation

Work cross-functionally with Aetna and SH contact centers, IT/IS, GTM, network/clinical, marketing/communications workgroups/teams to implement large-scale projects to enable the JV to deliver on its value proposition. Work with org leaders to overcome obstacles/roadblocks and resource constraints


Sets the direction of the strategic business plan and translates into vision for staff/others

As a business leader, influences all stakeholders to support key projects/programs to ensure positive outcomes that deliver on results

Drives change in order to improve performance results, organization effectiveness and/or systems/quality/services (e.g., policies, processes or systems)

Identifies gaps in processes or organization and challenges self and others to develop and implement solutions

Directs accountability for impact to SG&A - Ensures accurate prioritization of key projects/programs within purview

Has ultimate accountability for project management services being delivered including organizations budget and/ or financial implications

Ability to communicate effectively with management


10+ years proven leadership experience setting strategic direction and influencing change in cross-functional teams that resulted in quantifiable positive outcomes

Must have strong working knowledge in healthcare, with consumer experience preferred

Experience in innovation and/or product/product strategy/product marketing at a health tech startup a plus


The highest level of education desired for candidates in this position is a Bachelor's degree or equivalent experience.


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 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.

Job Function: Management

Aetna is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected Veterans status.