Manager - Customer Experience Change Management

CVS Health • Island, KY

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 At CVS Health, we’re building a world of health around every consumer and surrounding ourselves with dedicated colleagues who are passionate about transforming health care. As the nation’s leading health solutions company, we reach millions of Americans through our local presence, digital channels and more than 300,000 purpose-driven colleagues – caring for people where, when and how they choose in a way that is uniquely more connected, more convenient and more compassionate. And we do it all with heart, each and every day. As a Change Management Manager within the Enterprise Customer Experience & Insights team, you will lead the strategy and implementation of customer experience development programs across business units. You will design and deliver change management solutions that drive adoption, engagement, and sustained behavior change across the enterprise.

Requirements

• 5+ years of experience in change management, organizational development, instructional design, or customer experience strategy.
• Proven success designing and implementing enterprise-wide change programs.
• Demonstrated experience conducting training needs analyses and developing instructional design frameworks from the ground up.
• Strong understanding of instructional design methodologies (e.g., ADDIE, SAM) and adult learning theory.
• Experience producing video demos and visual assets for technology communications.
• Strong facilitation, communication, and stakeholder management skills.
• Experience developing digital and instructor-led learning content.
• Familiarity with content management platforms and internal communication tools.

Nice To Haves

• Proficiency in Adobe Creative Cloud Suite (e.g., Premiere Pro, Photoshop), Camtasia, or other video production software.
• Experience using Articulate or similar tools for eLearning development.
• Change Management certification (e.g., Prosci, ACMP) is a plus.

Responsibilities

• Change Strategy & Program Leadership Lead the development and execution of enterprise-wide customer experience change initiatives.
• Partner with cross-functional teams to align change efforts with business goals and strategic priorities.
• Serve as a trusted advisor to business leaders on change readiness, stakeholder engagement, and communication planning.
• Design and execute engagement strategies to increase adoption of our Enterprise Customer Experience & Insights strategies, initiatives, and innovative technologies.
• Implements systems to ensure that business goals, analytic findings, and proposed solutions are defined in objective terms that clearly state the nature of the opportunities and their value to customer solutions.
• Adjusts existing change management processes, tools, and skillsets to ensure the optimal usage of existing capabilities, developing new tactics as needed.
• Support internal communication plans to drive awareness and engagement with our customer experience strategy.
• Content Design & Development Conduct training needs assessments to identify performance gaps, learning objectives, and audience requirements.
• Design and develop instructional design plans that outline learning strategies, delivery formats, and evaluation methods tailored to business needs.
• Create a variety of change management deliverables including: Self-paced learning modules Facilitator-led workshops How-to guides and FAQs Ensure content is accessible, engaging, and aligned with adult learning principles.
• Video Creation & Creative Development Produce, edit, and deliver video content for internal campaigns, training, and storytelling.
• Collaborate with creative and communications teams to ensure video and visual assets align with learning objectives.
• Design visual assets for presentations, FAQs, and internal communications.
• Produce and edit video demonstrations of new technology tools and platforms, showcasing features and benefits for both internal and external audiences.
• Create visual assets and animations that bring technical concepts to life, supporting storytelling and knowledge transfer.
• Ensure all creative outputs meet accessibility, compliance, and brand standards.
• Collaboration & Influence Executes high-quality change management initiatives that promote collaborative partnerships, process excellence and execution, and constant innovation and skill development.
• Work closely with internal partners in Customer Experience, Corporate Communications, Learning & Development, and Business Unit Operational Leaders.
• Influence and support leaders in building change capability across their teams.

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: Manager
• Number of Employees: 5,001-10,000 employees