Manager, Customer Experience Measurement - Pharmacy Services Segment (PSS)
About The Position
CVS Health is working to become a more consumer-centric health company by creating better experiences for customers, members, clients, and colleagues. The Enterprise Customer Experience Team measures consumer feedback and drives action on it, using data-driven approaches to identify customer pain points and generate actionable insights. The Manager, Customer Experience Measurement – Pharmacy Services Segment (PSS) reports to the Lead Director of Customer Experience Measurement. The role supports Caremark, Mail Order Pharmacy, and Specialty Pharmacy by proactively finding, synthesizing, and delivering actionable member-experience insights to stakeholders, with opportunities to contribute to enterprise-wide insights. The role is part of a community of Customer Experience professionals focused on the future of healthcare and the voice of the customer.
Requirements
- At least 5 years of experience measuring and analyzing customer feedback.
- At least 5 years of experience generating insights and implications.
- At least 5 years of experience using resulting insights to drive change or influence the customer experience.
- Bachelor’s degree or at least 4 years of equivalent experience.
Nice To Haves
- One year of experience with Medallia, Qualtrics, or other customer-experience measurement platforms.
- Experience in the healthcare insurance industry.
- Ability to analyze structured and unstructured data using multiple tools and perform and interpret statistical analysis to develop data-driven stories and actionable insights.
- Ability to manage projects autonomously, solve problems, and demonstrate strong attention to detail.
- Ability to interface effectively with associates in various functional roles.
- Strong Microsoft Office Suite skills, especially PowerPoint and Excel, and document-management skills.
- Programming experience (such as R, Python, SAS, or SPSS) and familiarity with handling large datasets; this is a plus but is not required.
- Experience managing vendor relationships and implementing new platforms.
- Demonstrated ability to thrive in highly complex environments.
Responsibilities
- Provide logistical support for Caremark, Mail Order Pharmacy, and Specialty Pharmacy member-experience measurement programs, including using the Medallia platform to improve surveys and dashboards.
- Generate ongoing reporting of member experience.
- Develop actionable insights about the member experience using multiple data sources, including surveys and operational data.
- Present member-experience insights to business partners and senior leadership.
- Train colleagues to use the Medallia platform.
Benefits
- Medical coverage
- Dental coverage
- Vision coverage
- Paid time off
- Retirement savings options
- Wellness programs
- Other resources supporting colleagues’ physical, emotional, and financial well-being, based on eligibility
- Eligible for a CVS Health bonus, commission, or short-term incentive program
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What This Job Offers
Job Type
Full-time
Career Level
Manager
