Director, Customer & Colleague Experience

CVS Health • Woonsocket, RI

6d • Hybrid

About The Position

We’re building a world of health around every individual — shaping a more connected, convenient and compassionate health experience. At CVS Health®, you’ll be surrounded by passionate colleagues who care deeply, innovate with purpose, hold ourselves accountable and prioritize safety and quality in everything we do. Join us and be part of something bigger – helping to simplify health care one person, one family and one community at a time. Position Summary The Director, Customer & Colleague Experience is a senior leader within the Price & Value organization, accountable for shaping and delivering the end‑to-end value experience that supports the total front store strategy. In this role you will define how customers and colleagues experience value across all channels—ensuring deals, rewards, coupons, and savings programs are intuitive, consistent, and clearly aligned to our growth priorities. By translating pricing and value strategy into clear, compelling experiences, you will help build trust, engagement, and performance. You will lead the evolution of omnichannel deals, rewards, and coupon experiences through strong partnership with Loyalty, CX, Voice of the Customer, Customer Research, Digital Product, IT, and Colleague Experience teams. You will also own coupon strategy, governance, and capability development, ensuring effective execution, compliance, and scalability. Bringing together strategic vision, data-driven insights, and deep cross-functional leadership, you will manage a team of senior managers and managers focused on delivering a best‑in‑class value experience that drives both customer satisfaction and retail performance.

Requirements

• 10+ years of experience in merchandising, category management, pricing, or related field
• Proven ability to lead complex initiatives and drive growth through innovative strategies
• Strong analytical skills with experience leveraging data for optimization, pricing strategies, and performance forecasting
• Demonstrated success in cross-functional collaboration and influencing stakeholders at all levels
• Excellent communication, presentation, and interpersonal skills with strong executive presence
• Proficiency in MS Office Suite, including advanced Excel and PowerPoint
• Experience managing and developing direct reports
• Ability to commute to Woonsocket, RI as part of a hybrid schedule
• Bachelor's degree or equivalent years of experience required

Responsibilities

• Define and lead the value experience strategy and roadmap aligned to the Price & Value framework and front store priorities
• Shape how value is experienced across key touchpoints, including digital channels, in‑store signage, pricing labels, and point of sale
• Partner with Loyalty, CX, Omnichannel, and Digital Product teams to deliver clear, consistent, and intuitive value experiences for customers and colleagues
• Identify, prioritize, and advance opportunities to improve simplicity, parity, compliance, and value clarity across channels
• Drive customer research to understand perceptions of pricing, promotions, rewards, and coupons
• Own Price & Value Voice of the Customer insights, including NPS and customer contact trends, and translate findings into actionable improvements
• Benchmark value experiences against competitors and leverage industry insights to inform strategy evolution
• Lead the Innovation Lab (iLab) test‑and-learn pod, enabling rapid experimentation and execution for high‑impact initiatives
• Partner cross‑functionally to design, test, and scale enterprise value programs
• Use performance results and learnings to continuously refine the value experience
• Set strategic direction for coupon innovation and capabilities in partnership with IT and Digital Product teams
• Establish and maintain governance, policies, and system rules to ensure effective execution, compliance, and risk mitigation
• Lead the Coupon Center of Excellence, including cross‑functional forums and guidance on order of operations and stacking rules

Benefits

• Affordable medical plan options, a 401(k) plan (including matching company contributions), and an employee stock purchase plan.
• No-cost programs for all colleagues including wellness screenings, tobacco cessation and weight management programs, confidential counseling and financial coaching.
• Benefit solutions that address the different needs and preferences of our colleagues including paid time off, flexible work schedules, family leave, dependent care resources, colleague assistance programs, tuition assistance, retiree medical access and many other benefits depending on eligibility.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 5,001-10,000 employees