Senior Analyst - Customer Experience (CX) Measurement

$46,988 - $112,200/Yr

CVS Health - Woonsocket, RI

Full-time - Mid Level

Hybrid - Woonsocket, RI

Health and Personal Care Retailers

About the position

The Senior Analyst - Customer Experience (CX) Measurement at CVS Health plays a vital role in enhancing consumer-centric health care by measuring and driving action on consumer feedback. This position focuses on synthesizing and delivering actionable insights to improve member experiences across Caremark, Mail Order, and Specialty Pharmacy, utilizing innovative data-driven approaches and the Medallia platform.

Responsibilities

• Provide logistic support for Caremark, Mail Order Pharmacy, and Specialty Pharmacy Member Experience Measurement programs.
• Utilize the Medallia platform to improve surveys and dashboards.
• Generate ongoing reporting of member experience.
• Develop actionable insights about the member experience leveraging various data sources including surveys and operational data.
• Present member experience insights to business partners and senior leadership.
• Train colleagues to utilize the Medallia platform.

Requirements

• 2+ years market research, consumer insights, customer experience measurement or data analytics experience.
• Strong knowledge of Microsoft Office programs, including PowerPoint, Excel, and Word.

Nice-to-haves

• Knowledge of survey research platforms, including Qualtrics and Medallia.
• Fundamental understanding of basic survey research principles (questionnaire insights generation).
• Experience using data to create insights.

Benefits

• Full range of medical, dental, and vision benefits.
• 401(k) retirement savings plan.
• Employee Stock Purchase Plan.
• Fully-paid term life insurance plan.
• Short-term and long-term disability benefits.
• Well-being programs.
• Education assistance and free development courses.
• CVS store discount and discount programs with participating partners.
• Paid Time Off (PTO) and paid holidays.