• Lead the development and execution of enterprise-wide customer experience change initiatives. • Partner with cross-functional teams to align change efforts with business goals and strategic priorities. • Serve as a trusted advisor to business leaders on change readiness, stakeholder engagement, and communication planning. • Design and execute engagement strategies to increase adoption of our Enterprise Customer Experience & Insights strategies, initiatives, and innovative technologies. • Implement systems to ensure that business goals, analytic findings, and proposed solutions are defined in objective terms that clearly state the nature of the opportunities and their value to customer solutions. • Adjust existing change management processes, tools, and skillsets to ensure the optimal usage of existing capabilities, developing new tactics as needed. • Support internal communication plans to drive awareness and engagement with our customer experience strategy. • Conduct training needs assessments to identify performance gaps, learning objectives, and audience requirements. • Design and develop instructional design plans that outline learning strategies, delivery formats, and evaluation methods tailored to business needs. • Create a variety of change management deliverables including: Self-paced learning modules, Facilitator-led workshops, How-to guides and FAQs. • Produce, edit, and deliver video content for internal campaigns, training, and storytelling. • Collaborate with creative and communications teams to ensure video and visual assets align with learning objectives. • Design visual assets for presentations, FAQs, and internal communications.

• Assessing, planning, implementing, and coordinating all case management activities with members to evaluate the medical needs of the member to facilitate the member’s overall wellness • Developing a proactive course of action to address issues presented to enhance the short and long-term outcomes as well as opportunities to enhance a member’s overall wellness through integration • Conducting an evaluation of member’s needs and benefit plan eligibility and facilitating integrative functions as well as smooth transition to Aetna programs and plans • Applying clinical judgment to the incorporation of strategies designed to reduce risk factors and barriers and address complex health and social indicators which impact care planning and resolution of member issues • Reviewing prior claims to address potential impact on current case management and eligibility • Assessing the member’s level of work capacity and related restrictions/limitations • Consulting with supervisor and others in overcoming barriers in meeting goals and objectives, presents cases at case conferences for multidisciplinary focus to benefit overall claim management

• Coordinate effective resolution of member and/or provider/practitioner appeals, complaints and grievances. • Responsible for day-to-day management of staff to ensure effective resolution of member or provider/practitioner appeals, complaints and grievances for all products. • Ensure timely, customer focused response to appeals, complaints and grievances. • Responsible for day-to-day implementation of Aetna's appeals, complaints and grievances policies and procedures. • Identifies trends and issues; reports on and recommends solutions. • Accountable for meeting the financial, operational, and quality objectives of the unit. • Manages team's productivity and resources, communicates productivity expectations and balances workload to achieve customer satisfaction through prompt/accurate handling of customer concerns. • Serves as a content model expert and mentor to team regarding Aetna's policies and procedures, regulatory and accreditation requirements. • Manages to performance measures and standards for quality service and cost effectiveness and coaches the team/individuals to take appropriate action. • Participation in the staff selection process using clearly defined requirements in terms of education, experience, technical and performance skills. • Build strong functional teams through formal training, diverse assignments, coaching, mentoring and other developmental techniques. • Assesses developmental needs and collaborates with others to identify and implement action plans that support the development of high performing teams and individuals. • Ensures work of team meets federal and state requirements and quality measures, with respect to letter content and turn-around time for appeals, complaints and grievances handling. • Holds individuals/team accountable for results; recognize/reward as appropriate. • Lead change efforts while managing transitions within a team. • Identifies trends and emerging issues and reports on and gives input on potential solutions.

• Ensure technical design supports objectives and measures appropriately tying back to concept objectives supporting business goals • Lead the technical design process • Prioritize the product backlog as a list of work for development derived from the product roadmap and its requirements • Define what can be delivered according to project plans • Utilize retrospectives as an opportunity to reflect on collaboration efforts • Conduct demos to show the value of the product, project or service