Manager, Customer Experience, Healthcare Delivery

CVS Health • Island, KY

9d

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 Our Enterprise Customer Experience and Insights organization is at the heart of our member, patient, and customer experiences as we have a unique focus on defining meaningful moments for those we serve. We help CVS Health deliver on its ambition to be the most trusted healthcare company by enabling differentiated customer experiences. We partner across the enterprise to drive measurable impact by amplifying customer voices, data, and insights. We listen, learn, innovate, and proactively intervene on behalf of customers, members, and patients, empowering colleagues and other stakeholders (brokers, providers, clients) to join us on the journey. The Manager of Healthcare Delivery Customer Experience will be responsible for the day-to-day operations of the customer experience program for CVS’ Healthcare Delivery lines of business, including work across MinuteClinic, Oak Street Health, and Signify. Responsibilities include reporting, providing actionable insights that deliver business results, and acting as a voice of the customer champion to advocate for our patients. You will report to the Lead Director of Customer Experience, Enterprise Insights. The role supports Customer Experience Measurement with the regular project management elements of these programs. This includes communication management, questionnaire design support and programming, stakeholder and vendor management, account team training and support, survey vendor/platform management, and analysis, among other duties.

Requirements

• 5+ years’ experience analyzing customer insights, or related
• 3+ years’ experience creating reports and dashboards, performing statistical analyses, using Tableau, Excel, or similar software
• 3+ years’ experience using PowerPoint or similar to create presentations
• 3+ years’ experience of intermediate project/program management skills, including project planning, resource planning, and scenario planning
• 3+ years’ experience manipulating and querying data, performing statistical analyses and/or basic knowledge of statistics

Nice To Haves

• Experience managing CX vendors: Medallia / Qualtrics / CSpace / Forrester, etc.
• Medallia experience is highly preferred
• Self-motivated and eager to take ownership of projects
• Clear verbal and written communication skills including email and PowerPoint presentations, and comfortable sharing in leadership meetings. Communications should be well organized, fluent, and meet basic brand standards for consistency of presentation, use of color palettes, fonts, etc.
• Able to build strong cross-functional relationships with stakeholders.
• Passion for customer insights, data analytics, and storytelling with data.
• Experience sharing insights broadly across an organization to large teams and corporate leadership, to inspire innovation and persuade improvement.
• Demonstrated attention to detail
• Proven innovative problem-solving abilities and decision-making skills; ability to anticipate and action opportunities
• Primary research experience; experience leveraging data & analytics, solving problems by collecting, organizing, analyzing, and interpreting data to generate insights
• An interest in continued learning and developing skillset
• Basic knowledge about Healthcare Industry and customer insights
• Experience with SPSS

Responsibilities

• Collect and elevate quantitative and qualitative customer feedback survey data.
• Plan, prioritize, and support rigorous analyses of customer feedback, journeys, and pain points to uncover valuable insights.
• Provide regular updates to key business partners using dashboards and presentations to share the customer story with broad audiences.
• Monitor trends, interpret feedback, and translate analysis and insights into compelling narratives used to collaborate with business partners to develop action plans.
• Design systems to promote feedback among Clinical and frontline colleagues to influence the design and development of the patient experience.
• Manage ad hoc customer insights data pulls and support projects, including cross-tab creation, results reporting, and presentation building.
• Support ongoing program management, including communications, scheduling, end-user training, data management, and assisting with vendor and stakeholder management.
• Assist in ongoing management of feedback collection technology and prioritizing necessary work.
• Collaborate and coordinate cross-functionally to maintain a program used to identify high-risk feedback requiring follow-up from a resolutions team, including reports of service issues and complaints.

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