Diversity Management:
A Business & Employee Strategy
December 9, 2011
Raymond J. Arroyo
VP, Chief Diversity
Officer / Robert O’Brien,
National Practice Lead
for Higher Education,
Aetna
Aetna’s Diversity Journey
Deeper consumer insights lead to increased customer
satisfaction with Aetna’s products and services
2
Aetna’s Diversity Definition
Diversity
At Aetna, Diversity is an attitude of respect and
inclusion.
Diversity is also a business strategy that engages
employees and drives business growth by helping us
better understand the needs of the people we serve.
3
Aetna’s Values Link to Diversity
 Articulated by management,
reinforced via the planning process
and linked to company strategy and
individual rewards
 Reflected by investing appropriately
in its initiatives
 Embraces all types of diversity and is
expressed in all aspects of the work
 Monitored and shared on an on-going
basis
 Supports our company goals and
positively impacts our business
results
4
Aetna’s Diversity Strategy and Goals
Aetna’s Diversity Strategy Statement
Aetna will be a recognized global leader in diversity. We will leverage the benefits of
our diversity to deliver the highest valued services to each of our population segments
through an agile workforce that understands the unique needs of our customers.
Pillars of Aetna’s Diversity Strategy



Inclusive Culture – Create and sustain a
positive work environment that will enable
us to attract, develop and retain the highest
performing talent in an increasingly global
and diverse marketplace.
Community Partnerships – Broaden and
deepen partnerships that amplify and
strengthen our contributions to the
communities we serve.
Business Partnerships – Leverage our
employees, suppliers and community
partners to develop products and services
that meet the needs of our customers and
create profitable growth.
Pillars of Aetna’s Diversity Strategy

Leverage our diversity focus to drive
business growth.

Vault into DiversityInc’s
“Top 10” List by 2013.

Leverage our diversity strategy and
relationships to help us enhance our
reputation in a post healthcare reform
environment.
5
Employee Resource Groups (ERGs):
Company-supported and employee-managed groups
comprised of employees who share an affinity, a common
background or a similar set of experiences
Intelligence to Support Differentiation and Preference
Attraction and Retention
Business
• Product Design
• Marketing
• Distribution
Talent
• Targeted Sourcing
• Development/Learning
• Benefits Design/Pay
15 ERGs with more than 14,000 are members
(more than 12,000 employees)
6
Aetna’s 15 ERGs
 Aetna Families Employee Resource
Group
 Aetna Veterans Employee Resource
Group
 Caregivers Employee Resource
Group
 Employees with Disabilities Employee
Resource Group
 Aetna African American Employee
Resource Group
 Aetna Employee Resource Group of
Gay, Lesbian, Bisexual and
Transgender Employees
 Aetna Hispanic Employee Resource
Group
 Christian Employee Resource Group
 Aetna Native-American Employee
Resource Group
 Boomers Employee Resource Group
 Asian-American Employee Resource
Group
 Gen Y Employee Resource Group
 Aetna Women's Employee Resource
Group
 Gen X Employee Resource Group
 Telework Community Employee
Resource Group
7
High Expectations for ERGs
8
ERG Support of Business Strategy
15 ERGs / 14,000
employees
Building Careers at Aetna
For Gen Y
 Angle ERG developed alliance
with CABO, bringing new
customers to Aetna
 ERG member focus groups
helped Aetna better tailor its
products to market segments,
including LGBT, Hispanic and
Asian consumers
 ERG members participated in Medicare
referral program and plan sponsor open
enrollment meetings
ERGs
 Gen Y ERG members helped
develop a workforce strategy
to attract and retain Gen Y,
including a recruiting video
 ERGs participated in pilots to inform
the company’s approach for using
social and business networking
sites, as well as the use of mobile
technology to engage members
9
Strategic Business Partnerships
Enhance Diversity Strategy
 Aetna and Magic Johnson Enterprise (MJE) have formed an
alliance to improve health literacy, wellness and racial and ethnic
equality in healthcare. Working together, both companies are
striving to empower businesses and ethnically diverse
communities to make informed choices about health care
options.
 Aetna was selected to provide individual products and services
to AARP members ages 50-64 and their families
 Partnership supports goal of increasing access to affordable,
high quality coverage
 Aetna’s faith-based organization initiative was created based on
the connection between healthy businesses and healthy
communities
 Customized solutions for faith-based organizations help clergy
and lay workers reach optimal physical, emotional and mental
health
 Aetna Foundation supports efforts of faith-based organizations
to serve the needs of the uninsured and combat obesity
10
How We Measure Success
Enterprise 2011 Diversity Scorecard
Goal
Metric
Improve workforce
representation of ethnic/racial
minorities and Generation Y
employees
Enterprise % people of color and
Gen Y representation
Create a more inclusive work
environment
Diversity survey index results
Increase expenditures in
supplier diversity
Percent of enterprise spend with
minority-owned, women-owned,
LGBT and small businesses
Customer care index / increase
share of the marketplace
Customer care index
(customers with disabilities, LGBT,
women, and people of color)
11
Recognized as an Industry Leader
Some of the Accolades
 DiversityInc
 Top 50 Companies for Diversity
 Top 10 Companies for Employees
with Disabilities
 Top 10 Companies for Gays/Lesbians
 Top Company for Community
Development
 Top Company for ERGs
 National Academy of HR and Society
of HR Management
 G.I. Jobs – Top Company for Military
Friendly Employers
12
2010 Aetna Diversity Annual Report
View the web version: http://www.aetna.com/diversityannualreport
13
Discussion
Questions
&
Answers
Diversity Management = Relationships = Margin
14