Senior Analyst - Digital Customer Experience Optimization

CVS Health • Woonsocket, RI

6d • Hybrid

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 The Senior Analyst, CX Optimization (CXO) at CVS Health drives digital innovation by coordinating digital A/B testing ideation, setup, and measurement plans to enhance customer experience. This role focuses on A/B and MVT testing strategies for major business lines and implementing process improvements within CXO. The Senior Analyst expectations will be to make A/B testing recommendations, perform readouts on Final test results, iterate on A/B tests and influence digital product partners. The analyst monitors performance and prioritizes test plans based on data-driven insights, contributing to drive an enhanced digital customer centric experience.

Requirements

• 2+ years of experience in A/B and multivariate testing methodologies and platforms like Adobe Target
• 2+ years’ experience using Adobe Analytics or similar analytics reporting platform
• Experience managing complex projects, changing priorities and deadlines
• Proficient in Microsoft Office, especially Excel and PowerPoint.

Nice To Haves

• Technical Skills: Strong understanding of statistical methods for analyzing test results.
• Familiarity with app functionality and release processes.
• Analytical Skills: Excellent at interpreting data and identifying trends from A/B test results.
• Methodical problem-solver with a focus on data-driven solutions.
• Detail-oriented in data collection and reporting.
• Core Skills: Effective communication skills for presenting information clearly to diverse audiences.
• Effective collaborator with cross-functional teams, including product managers and developers.
• Adaptable and eager to learn new tools and methodologies.
• Well-organized in managing multiple projects and deadlines.
• Additional Skills: Familiar with UX/UI design principles for test design.

Responsibilities

• Support CXO managers in executing A/B tests for Web and App (iOS & Android), including test planning, quality assurance, and development timelines.
• Track and report test results to the CXO Manager, providing insights for partners.
• Develop test requirements in Adobe Workfront and Adobe Target, ensuring adherence to best practices.
• Collaborate with CEM, UX, analytics, and product teams to gather requirements and report outcomes with recommendations.
• Partner with the CXO Manager to align test strategies across teams.
• Create optimization roadmaps that enhance customer experiences and align with business goals.
• Organize documentation and ensure compliance with SOPs for seamless delivery.
• Lead partner meetings, providing agendas and notes to encourage engagement.
• Contribute to impactful CXO presentations and identify opportunities to share outcomes with a broader audience.
• Ensure data integrity by audit tests comparing to production and custom events within the testing platform.
• Partner with Analytics and CXO Managers for signoff on data accuracy.
• Independently create tagging guidance and Adobe Analytics workspaces for test measurement and present to CXO Manager for alignment.
• Leverage quantitative and qualitative data to provide insights and propose new testing scenarios and sharing results.
• Identify and resolve test setup and tracking issues, aiding with troubleshooting as needed.
• Independently pursue training opportunities to improve skill sets and advance capabilities.

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
• Number of Employees: 5,001-10,000 employees