Journey Activation and Optimization Analyst

CVS Health•Chicago, IL

7d•$46,988 - $112,200

About The Position

The Journey Activation & Optimization Analyst leverages technology and data to execute and optimize end-to-end customer journeys from brief through build, quality assurance, launch, performance monitoring, and post-mortem review. The role translates strategic direction into actionable engagement plans and ensures technical and operational readiness across partners, manages risks and blockers, and drives continuous improvement through dashboards, insights, and process optimization. The analyst partners across Strategy, Data Science, Architecture, Engineering, Analytics, Legal/Compliance, Content, and Communication Delivery teams to support connected, scalable, and reliable customer journey execution. The role also strengthens channel health, reduces redundancy, and improves performance through AI capabilities, data-informed workflows, and close partnership with strategy and technical teams.

Requirements

At least 3 years of strategic and technical experience supporting or leading end-to-end execution of customer engagement, CRM, lifecycle marketing, or journey-based programs.
At least 3 years of analytical and technical skills using SQL, including data querying, reporting, automation, and marketing technology platforms supporting journey execution, performance monitoring, and process improvement.
At least 3 years of experience translating business strategy into clear execution requirements across technical and non-technical stakeholders.
At least 3 years of journey execution experience, including targeting, segmentation, QA, launch processes, performance monitoring, and operational readiness.
At least 3 years of experience analyzing data and translating insights into execution improvements, dashboards, or process recommendations, including user acceptance testing and validation in development or pre-production environments.
Bachelor’s degree or equivalent; a high school diploma and 4 years of experience is accepted.

Nice To Haves

At least 3 years of experience with omnichannel journey orchestration and enterprise marketing technology platforms such as Adobe or Salesforce.
Demonstrated ability to improve processes, identify efficiencies, and support continuous improvement.
Ability to manage multiple priorities, navigate complexity, and resolve execution issues in a fast-paced environment.
Strong written and verbal communication skills, including the ability to translate strategy into clear execution requirements.
Experience partnering with cross-functional teams such as Strategy, Data Science, Architecture, Engineering, Analytics, Legal/Compliance, Content, and Communication Delivery.
Experience working with technical partners to support data integration, platform configuration, orchestration design, workflow automation, or journey optimization.
Experience using AI-enabled tools or automation capabilities to improve workflow efficiency or journey performance.
Familiarity with deliverability monitoring, channel health practices, incident response processes, and operational governance.
Experience building reporting frameworks and dashboards that connect operational performance, customer outcomes, and business results.
Experience using business intelligence software or data visualization platforms to create dashboards and communicate insights effectively.

Responsibilities

Own end-to-end execution of customer journeys from brief through build, QA, launch, ongoing insights, and post-mortem review.
Translate strategic priorities into actionable engagement plans, including targeting, segmentation rules, decision logic, offers, content needs, timelines, and execution requirements.
Apply technical expertise to support journey configuration, audience logic, and execution design.
Partner with Strategy, Data Science, Architecture, Engineering, Analytics, Legal/Compliance, Content, and Communication Delivery teams to define requirements, align dependencies, support technical readiness, and ensure scalable execution.
Translate journey objectives into clear requirements for data, orchestration, system setup, workflow design, and delivery readiness.
Conduct user acceptance testing in development environments to validate audience logic, data inputs, content readiness, workflow setup, and delivery quality before launch.
Identify, manage, and escalate risks, blockers, and execution issues throughout the delivery lifecycle, including dependencies related to data, platform configuration, system integration, and delivery execution.
Monitor channel health and delivery reliability, including deliverability, incident response, change management, and ongoing operational oversight.
Analyze and interpret complex data to support decisions, inform strategic initiatives, and identify opportunities to improve journey execution and performance.
Optimize tools, workflows, and processes to improve efficiency, streamline execution, and strengthen journey performance.
Apply AI capabilities and automation opportunities to optimize journeys, reduce redundancy, and improve end-to-end execution.
Create and monitor dashboards for customer disposition, operational performance, and journey outcomes, including trending and feedback loop reporting.