[Hiring] Manager, Customer Experience @CVS Health

Role Description

Our Enterprise Customer Experience and Insights organization is at the heart of our member, patient, and customer experiences as we have a unique focus on defining meaningful moments for those we serve. We help CVS Health deliver on its ambition to be the most trusted healthcare company by enabling differentiated customer experiences. We partner across the enterprise to drive measurable impact by amplifying customer voices, data, and insights. We listen, learn, innovate, and proactively intervene on behalf of customers, members, and patients, empowering colleagues and other stakeholders (brokers, providers, clients) to join us on the journey.

The Manager of Healthcare Delivery Customer Experience will be responsible for the day-to-day operations of the customer experience program for CVS’ Healthcare Delivery lines of business, including work across MinuteClinic, Oak Street Health, and Signify. Responsibilities include:

• Reporting and providing actionable insights that deliver business results.
• Acting as a voice of the customer champion to advocate for our patients.
• Supporting Customer Experience Measurement with regular project management elements.
• Communication management, questionnaire design support and programming.
• Stakeholder and vendor management, account team training and support.
• Survey vendor/platform management and analysis.

This role is critical to the day-to-day elements of facilitating large-scale CX programs in CVS Healthcare Delivery, specifically:

• Collecting and elevating quantitative and qualitative customer feedback survey data.
• Planning, prioritizing, and supporting rigorous analyses of customer feedback, journeys, and pain points to uncover valuable insights.
• Providing regular updates to key business partners using dashboards and presentations to share the customer story with broad audiences.
• Monitoring trends, interpreting feedback, and translating analysis and insights into compelling narratives.
• Designing systems to promote feedback among Clinical and frontline colleagues.
• Managing ad hoc customer insights data pulls and supporting projects.
• Supporting ongoing program management, including communications, scheduling, end-user training, and data management.
• Collaborating and coordinating cross-functionally to maintain a program for identifying high-risk feedback requiring follow-up.

Qualifications

• 5+ years of experience analyzing customer insights, or related.
• 3+ years of experience creating reports and dashboards, performing statistical analyses, using Tableau, Excel, or similar software.
• 3+ years of experience using PowerPoint or similar to create presentations.
• 3+ years of experience of intermediate project/program management skills, including project planning, resource planning, and scenario planning.
• 3+ years of experience manipulating and querying data, performing statistical analyses and/or basic knowledge of statistics.

Requirements

• Experience managing CX vendors: Medallia / Qualtrics / CSpace / Forrester, etc.
• Medallia experience is highly preferred.
• Self-motivated and eager to take ownership of projects.
• Clear verbal and written communication skills including email and PowerPoint presentations.
• Able to build strong cross-functional relationships with stakeholders.
• Passion for customer insights, data analytics, and storytelling with data.
• Demonstrated attention to detail.
• Proven innovative problem-solving abilities and decision-making skills.
• Primary research experience; experience leveraging data & analytics.
• An interest in continued learning and developing skillset.
• Basic knowledge about Healthcare Industry and customer insights.
• Experience with SPSS.

Education

• Bachelor's Degree in Statistics, Business, Social Sciences, or equivalent (HS Diploma + 4 years of relevant experience) required.
• Master’s Degree in a relevant field preferred.

Benefits

• Comprehensive and competitive mix of pay and benefits.
• Medical, dental, and vision coverage.
• Paid time off.
• Retirement savings options.
• Wellness programs and other resources, based on eligibility.