Manager, AI Search Strategy and Customer Experience

CVS Health•Island, KY

11d•$66,330 - $145,860•Remote

About The Position

AI-Generated search is altering the way individuals discover, evaluate, consume, and make decisions with information. As this new age of search evolves, CVS Health is evolving our digital strategy to incorporate and actively manage our brand’s presence and reputation in AI powered search. As the Manager of AEO & Agentic Customer Experience you will be instrumental in the success of our AEO & Agentic implementation. This role will partner closely with marketing, operations, and strategy teams to benchmark customer visibility, sentiment, and trust; develop opportunities and strategies to improve customer outcomes; and drive business results. The Manager of AEO & Agentic Customer Experience will build and operate CVS Health's AEO platform, working as a strategic partner to shape the platform and AEO strategy. You will define the playbooks, dashboards, standards, and cross-functional operating model that CVS uses to be discoverable, cited, accurate, and trusted across every answer engine and agentic surface where healthcare and retail decisions are being made. A meaningful and growing share of our members, patients, and shoppers no longer start on search engines, but is evolving to more AI-powered solutions where humans and chat bots work together to get to an outcome is becoming the norm. The ideal candidate will not only help orchestrate the vision and gain adoption around the organization but scale the solution gathering buy-in from senior leaders and drive positive measurable impact on business and customer reputation. This role will be reporting directly to the Director of Customer & AI Experience.

Requirements

6+ years of combined experience in SEO, search strategy, digital discovery, or content strategy, with at least 2 years focused on AEO / GEO / LLM optimization.
4+ years of experience turning action into insights customer insights, market research, product management, strategy, consulting, or related disciplines.
2+ years’ expertise in using Google business profiles, Adobe, Google, etc. establishing measurable improvements in brand loyalty.
Experience integrating multiple datasets from disparate data sets telling the whole customer’s story (CRM, Google reviews, internal databases, surveys, primary research, etc.).
Demonstrated hands-on experience optimizing content for AI-driven platforms, including prompt-based benchmarking, citation analysis, and share-of-answer measurement.
Experience with AI visibility and sentiment platforms and a working knowledge of evaluating content quality, authority, and factual consistency.
Proven ability to translate complex data and technical concepts into strategic narratives for senior executive audiences and partner within matrix organization to ensure CVS Health is the company of choice for both humans and AI bots.

Nice To Haves

Direct experience in healthcare industry in large organizations.
Proficiency in data visualization tools (Tableau, Power BI, etc.), SQL, and statistical analysis packages or consumer survey platforms (Qualtrics, Kantar, Nielsen, etc.).
Direct experience deploying and scaling the Profound platform in an enterprise environment (Agents, Workflows, Prompt Volumes, Agent Analytics).
Experience with headless commerce architecture, product data feeds, and machine-readable content models.
Aptitude in managing context and information layers.
Comfort operating with emerging or ambiguous metrics as industry standards evolve

Responsibilities

Own CVS's Customer Experience AEO strategy and operational roadmap, aligned to Enterprise CX priorities across pharmacy, retail, Healthcare Delivery, Caremark, and Aetna touchpoints and with evolving business priorities.
Partner with key stakeholders driving CVS's AEO playbooks, standards, governance, measurement, and operating with cross-functional partners.
Lead the evolution of CVS's search practice from traffic-driven SEO to citation, authority, reputation, and trust-driven AEO across agentic search platforms.
Serve as CVS's primary owner and power-user of the Profound platform: Answer engine insights, prompt volumes, agent analytics, agents, and content optimization modules.
Build automated measurement & agentic workflows that operationalize proactive insight content, publish content with CVS related content, measurement across CVS Health's digital properties.
Partner directly with product, engineering, and customer success teams as a design partner, prioritizing enterprise healthcare use cases, requesting new capabilities, piloting beta features, and helping evolve the platform roadmap.
Provide CVS thought leadership and train others on best practices related to AEO.
Monitor the evolving agentic commerce ecosystem (Google, Anthropic, Mastercard Agent Pay, Stripe Agentic Commerce Suite) and understand how customers are adopting these emerging technologies and translate implications into CVS Health's CX roadmap.
Analyze how customers and agents encounter CVS Health and competitors across answer engines and translate findings into actionable strategies.
Proactively monitor emerging trends and bubble up findings and solutions to leaders reducing time to insights over traditional brand measurement methods.
Build and maintain dashboards that translate AI visibility, share-of-answer, sentiment, citation share, and agent-driven traffic into clear insights for senior leaders.
Evangelize AEO best practices across Content, Communication, Brand, PR, SEO/SEM, Product, Digital, and Enterprise Marketing teams.
Ensure all discoverability work aligns with HIPAA, health information accuracy standards, accessibility, privacy, and regulatory requirements.