Barbara DeMaio

Work experience

• Solutions By Design, LLC CEO and Founder

Designing effective solutions for businesses that result in profitable growth and enhanced team performance. Expertise in delivering customer value in healthcare and financial services industries. Passionate about coaching people to believe in themselves and achieve their goals.

• University of Connecticut UCONN Adjunct Professor

Teaching students in the School of Business

• AIG Global Head of Health Product Development

Strategic P&L leadership of new health solutions developed and implemented globally. Collaborate with country leaders and cross-functional teams to design products and services that support health and wellness. Deliver highly valued customer experience and needs-based solutions across distribution channels. Foster a high performance culture engaging diverse talent globally to create profitable growth.

• Aetna Customer Operations, Local & Regional Businesses

Strategic leadership of customer strategy and experience improvements across all segments and stakeholders in Local & Regional Businesses, reporting to Enterprise Sales & Distribution head. Understand and enhance the value chain from the perspective of consumers, employers, providers and producers. Lead highly collaborative and iterative processes to obtain voice of customer and work with internal and external stakeholders to shape solutions that support growth and retention. Enhance the high performance culture in Local & Regional Businesses to accelerate the execution of change and delivery of value for customers.

* Head of Individual Business

Strategic P&L leadership of the business across areas to deliver affordable solutions for consumers that promote health and wellness. Successful implementation of transformational change due to health care reform while enhancing consumer value and expanding distribution for growth.

Designed and implemented consumer segmentation strategy based on quantitative and qualitative research and member analytics to align product offering to needs.

Executed on market optimization strategy to focus growth in targeted geographies and address underperforming markets to achieve profitability. Created market business review process unique to individual to guide growth actions with involvement of regional leadership.

Expanded distribution channels and improved effectiveness to support growth and enhance convenience and simplicity for consumers. Improved net promoter score and retention, while materially reducing business operating costs.

Created Consumer Quality Council for quarterly listening post and process improvement updates engaging leaders across Aetna with the voice of consumer and producer. Recognized for enhancements in consumer experience, including communications in simple language.

Achieved compliance with all changes required due to rapidly evolving regulations resulting in highest business score for proactive compliance and quality.

Effective leadership of matrix team with shared goals and disciplined management process to guide execution of strategy.

Active role influencing positive change as Culture Champion for Local & Regional Businesses.

Selected for Aetna's Women's Leadership Advisory Board. Acting board member leading the Mentorship & Sponsorship chapter to advance women in business.

• MassMutual Financial Group Vice President, Strategy

Broad multi-functional leadership role reporting to the CEO and EVP of Retirement Services. Leadership across diverse teams (150-200 people), including strategy development, market research, customer satisfaction, portfolio and project management, and six sigma quality & process re-engineering to ensure strategy execution. In addition to staff functions, role included interim line leadership of recordkeeping operations, call center operations and training.

Developed well articulated strategy leading to growth ahead of goals and top quartile customer satisfaction and loyalty. Received Chairman's Leadership Excellence award for achieving cross-divisional results in a collaborative way.

Selected for newly created Corporate Strategy team and reported to the Chief Strategy Officer. Significant interaction with Chairman & CEO and the entire Executive Leadership team in development of corporate and business strategy. Developed and implemented the strategic planning process used across the company.

Vice Chair, United Way Executive while at MassMutual

• Cigna Senior Vice President

Strategic leadership of 750-900 people nationally across business functions, including service operations, clinical policy and quality, network operations and technology. Enhanced quality and customer value by creating positive six sigma culture leading to 5-10% annual reduction in operating expenses and 5% net membership growth with superior customer retention.

Implemented industry leading clinical program, including expert Clinical Advisory Panel for strategic policy development, clinical consultation, and member outreach program for at-risk population.

Shifted service strategy from functional/product centric to consumer centric model. This led to quantum improvements in member loyalty and satisfaction, employee productivity and service levels, while executing consolidation from five to three service centers.

Developed and executed market based network strategy with 25% growth in dentists to competitive levels leading to better member usage, while maintaining total discount position ahead of industry average. Developed provider management system and online portal to enhance provider service.

Developed IT strategic roadmap with customer line of sight to deliver business strategy. Executed portfolio management of projects with effective delivery on time and within budget to exceed business objectives.

Prior to CIGNA Dental role detailed above, held multiple financial, operational and underwriting roles in CIGNA Healthcare, supporting Chief Underwriting Officer or Chief Financial Officer, including underwriting operations and strategy, middle market underwriting, pricing, financial operations, expense management and business controller roles.

Significant experience in medical, dental and retirement businesses. Selected for multiple turnaround roles due to proven leadership and track record of results. Graduate of CIGNA Financial Leadership program and high potential talent participant in CIGNA Innovation Lab.

Education

University of Connecticut Bachelor of Science (B.S.) Accounting Summa Cum Laude