Manager - Business Analyst

CVS Health

2d

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 Aetna IT Delivery organization, within CVS Health’s Data, Digital, Analytics, Technology (DDAT) organization, is seeking a Chatbot Conversation Analyst to analyze customer interactions with our chatbot and identify patterns, optimize responses and enhance the overall user experience. In this role, you will work closely with our developers, UX and product teams to ensure that our chatbot aligns with user needs and business goals. You will make an impact by: Analyzing interactions between members and the chatbot to identify pain points and improvement opportunities Using insights from data analysis to recommend changes in conversation flows, response variations and dialog structures to improve member satisfaction and engagement Collaborating with program stakeholders to create chatbot responses that are clear, informative and aligned with business goals Monitoring key performance indicators (KPIs) to continually improve chatbot effectiveness

Requirements

• 5+ years of professional working experience
• 3+ years of experience with UX/UI principles, including conversational AI best practices

Nice To Haves

• Experience working with chatbots and virtual assistants
• Strong proficiency in data analysis with the ability to identify trends, generate insights and make data-driven recommendations
• Experience working in an Agile environment
• Experience with IBM Watson Assistant
• Knowledge of DevOps approaches, end-to-end software development processes and business requirements

Responsibilities

• Analyzing interactions between members and the chatbot to identify pain points and improvement opportunities
• Using insights from data analysis to recommend changes in conversation flows, response variations and dialog structures to improve member satisfaction and engagement
• Collaborating with program stakeholders to create chatbot responses that are clear, informative and aligned with business goals
• Monitoring key performance indicators (KPIs) to continually improve chatbot effectiveness

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.
• For more information, visit https://jobs.cvshealth.com/us/en/benefits

What This Job Offers

• Job Type: Full-time
• Career Level: Manager