Manager, Customer Experience Measurement - Pharmacy Services Segment (PSS)

CVS Health • Woonsocket, RI

1d

About The Position

The Manager, Customer Experience (CX) Measurement – Pharmacy Services Segment (PSS) helps CVS Health advance its goal of becoming a more consumer-centric health company. Reporting to the Lead Director of Customer Experience (CX) Measurement, this role supports measurement programs and develops actionable insights about the member experience for Caremark, Mail Order Pharmacy, and Specialty Pharmacy, with opportunities to contribute to enterprise-wide insights. The role is part of the Enterprise Customer Experience Team, which measures and acts on consumer feedback and promotes a consumer-centric culture through data-driven approaches.

The position provides logistical support for member experience measurement programs, including using the Medallia platform to improve surveys and dashboards. It generates ongoing reporting, synthesizes member feedback and operational data into actionable insights, presents findings to business partners and senior leaders, and trains colleagues to use Medallia. The role is full-time and eligible for a comprehensive benefits package and a CVS Health bonus, commission, or short-term incentive program.

Requirements

• At least 5 years of experience measuring and analyzing customer feedback, generating insights and implications, and 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

• At least 1 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.
• Ability to perform and interpret statistical analysis and tell data-driven stories that lead to 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 with R, Python, SAS, SPSS, or similar tools, and familiarity with handling large datasets.
• 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.
• Use the Medallia platform to improve surveys and dashboards.
• Generate ongoing reporting on member experience.
• Develop actionable member experience insights using surveys, operational data, and other data sources.
• 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
• CVS Health bonus, commission, or short-term incentive program

What This Job Offers

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