Product Manager - Customer Experience & Insights

CVS Health • Island, KY

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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 Join CVS Health on our mission to help people on their path to better health. As a member of the Enterprise Customer Experience & Insights team, you will be at the forefront of transforming how we understand and serve our customers. We are seeking a visionary Product Manager for Customer Experience Strategy to own and advance our cutting-edge digital twin and customer simulation capabilities. This is a unique role operating at the intersection of product management, user research, customer experience and emerging AI technologies. You will be responsible for help defining the product roadmap, prioritizing impactful features, and ensuring our stakeholders have the tools and insights they need to succeed as capabilities scale and evolve. In this role, you will translate complex outputs into meaningful insights and actionable recommendations that shape strategy, resource allocation, and future planning. You will work with stakeholders to understand their needs, prioritize product features with vendor, and assist with the role out to the organization. Success requires intellectual curiosity, strong analytical judgment, and a passion for emerging technology-particularly AI and simulation. Ultimately, this role helps the organization make faster, smarter, evidence‑based decisions by unlocking the full value of digital twin capabilities.

Requirements

• 4+ years of experience in product management, overseeing the full product lifecycle (SDLC) from concept to launch.
• 4+ years of experience developing, maintaining, and executing strategic product maps.
• 2+ years of experience with vendor management, including contract negotiation and performance management.
• 2+ years of experience driving continuous process improvement initiatives.
• Proven ability to lead change management efforts and drive adoption of new technologies and processes.

Nice To Haves

• 3+ years of dedicated change management experience.
• A keen understanding of the Artificial Intelligence landscape and emerging industry trends, with a track record of applying new technologies to solve business problems.
• Poses experimented with AI capabilities and integrated into workflows.
• Experience in the healthcare industry, with an understanding of customer journeys and needs.
• Strong business intelligence and data analysis skills.
• Certification in Product Management (e.g., CPM) or process improvement (e.g., Six Sigma).
• A degree in a relevant field such as Business, Computer Science, Engineering, or a related discipline is preferred.

Responsibilities

• Product Lifecycle Management: Oversee the entire product lifecycle from ideation, requirements gathering, and prototyping through development, testing, launch, and iteration.
• Stakeholder & Cross-Functional Collaboration: Partner with key stakeholders across the organization to align product strategies, manage resources, and facilitate effective collaboration to drive product success and customer satisfaction.
• Operational Excellence & Vendor Management: Oversee the operational health and ongoing success of the platform. Manage the relationship with technology vendors to ensure stability, resolve issues, and co-develop future enhancements.
• Data-Driven Insights & Communication: Champion evidence-based decision-making by analyzing platform data, monitoring the competitive landscape, and effectively communicating product performance and strategic recommendations to senior leadership.
• Innovation & Integration: Deliver innovative solutions that integrate seamlessly with existing technologies while ensuring strict compliance with regulatory, safety, quality, and confidentiality standards.
• Framework Development: Create and implement repeatable frameworks and processes to operationalize insights, maximize ROI, and enhance brand visibility through data-driven storytelling.

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: Mid Level