Senior Manager, Customer Experience Measurement

CVS Health • New York, NY

4d

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 CVS Health is on a journey to become the most consumer-centric health company by creating best in class experiences for customers, members, clients, and colleagues. The Enterprise Customer Experience Team is responsible for measuring and driving action on consumer feedback and establishing a consumer-centric culture at CVS Health. This work is powered by innovative data-driven approaches that generate actionable insights to both solve customer pain points, and surprise and delight our consumers. The Senior Manager, Customer Experience (CX) Measurement reports to the Lead Director of Customer Experience (CX) Measurement and plays a critical role in helping CVS Health to achieve this goal. This role is focused on ensuring consistent and reliable measurement of the customer experience across the CVS Health enterprise and delivering actionable insights to key stakeholders across all our businesses. You'll make an impact by: Ensuring consistent reliable measurement and reporting to support enterprise experience, including management incentive scorecards and other integrated metrics. Synthesize data and insights across enterprise customer feedback programs to provide on-going standard and ad hoc reporting to business partners on customer experience. Leverage new tools for understanding customer experience, such as predicted and synthetic data and AI analysis, to derive insights to influence business decisions and drive improvements to customer experience. Lead customer experience activation projects with business partners to generate tangible improvements to the experience based on insights. Provide support for Client, Caremark and Aetna customer experience measurement team as needed. Provide strategic thinking on the evolution of CX Measurement programs including redesign of existing programs, analysis of feedback and new forms of measurement. This role will be a key member of our Customer Experience team, functioning as part of a community of Customer Experience professionals who not only help each other, but are also passionate about the future of healthcare and the voice of the customer.

Requirements

• 7-10+ years of experience in measuring and analyzing customer feedback, generating insights and implications, and using the resulting insight to drive change / influence the customer experience.
• Experience with Medallia, Qualtrics, OR other customer experience measurement platforms.
• Ability to analyze structured and unstructured data using multiple tools and communicate those results to a diverse audience including senior leaders
• Proven ability to perform and interpret statistical analysis to tell data driven stories that can lead to actionable insights.
• Proven ability to build relationships across large and complex organizations and to communicate effectively and influence senior leadership.
• Project management or other experience managing projects
• Strong Microsoft Office Suite, PowerPoint and Excel, and document management skills.

Nice To Haves

• Experience in the Healthcare Insurance Industry
• Demonstrated ability to thrive in highly complex environments
• Experience with AI tools

Responsibilities

• Ensuring consistent reliable measurement and reporting to support enterprise experience, including management incentive scorecards and other integrated metrics.
• Synthesize data and insights across enterprise customer feedback programs to provide on-going standard and ad hoc reporting to business partners on customer experience.
• Leverage new tools for understanding customer experience, such as predicted and synthetic data and AI analysis, to derive insights to influence business decisions and drive improvements to customer experience.
• Lead customer experience activation projects with business partners to generate tangible improvements to the experience based on insights.
• Provide support for Client, Caremark and Aetna customer experience measurement team as needed.
• Provide strategic thinking on the evolution of CX Measurement programs including redesign of existing programs, analysis of feedback and new forms of measurement.

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.
• For more information, visit https://jobs.cvshealth.com/us/en/benefits

What This Job Offers

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