Senior Manager, Customer Experience Research & Insights

CVS Health

2d

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. Summary: The Senior Manager, Customer Experience Research leads the strategy and execution of holistic, mixed-methods research that bridges the gap between quantitative metrics and human-centered insights. You will serve as a collaborative partner to operations, product, and design, ensuring that decisions are informed by member and clinician needs. This role acts as a strategic scout - proactively identifying "smoke" in the data and emerging friction points to define the deep-dive investigations needed to influence business strategy. You will own the strategic direction for the platforms used to collect feedback, including determining the optimal long-term survey architecture. Beyond directing projects, you will act as a coach who elevates research rigor across the organization and contributes to a culture of continuous discovery. This position reports directly to the Lead Director, Experience Research & Design within Signify’s Product, Design, and Insights area.

Requirements

• Bachelors degree (Master’s or PhD is preferred) in a relevant field such as Social Science, Behavioral Economics, Statistics, or a related discipline
• A minimum of 8 years of experience as a mixed-methods researcher, with a proven track record of personally leading both large-scale quantitative studies and deep-dive qualitative projects
• Prior experience in healthcare, insurance, or related industries
• Ability to interpret statistical analysis (like clustering or predictive modeling) to drive design decisions
• Proven ability to apply advanced statistical techniques (multivariate methods, clustering, regression) and predictive modeling to solve business problems
• Proactive curiosity about the evolving role of AI in research and a demonstrated ability to model AI usage to improve team efficiency while maintaining high standards for research rigor and ethics.
• Expertise in a broad research toolkit, including interviews and usability testing, as well as advanced survey design and programming
• Proven ability to design research for different engagement models and personas; for example, clinician or internal users with high-frequency workflows and consumers with low-volume, high-stakes journeys
• Proficiency with enterprise CX tools (Medallia, Qualtrics), text analytics, survey statistics (for example cross tab reports) and data visualization tools (Tableau, Power BI)
• Excellent skills in conveying complex data and insights clearly and concisely to influence stakeholders at all levels as well as clients, as needed

Nice To Haves

• Experience using AI-powered platforms (for example, for sentiment analysis or rapid synthesis) to advance a research program is preferred

Responsibilities

• Proactively synthesize signals across quantitative and qualitative feedback to identify 'the next big question.' You will be responsible for spotting anomalies or emerging trends that require deeper investigation and translating those into a research roadmap that informs the long-term platform strategy.
• Develop and operationalize a strategic, mixed-methods research program that integrates longitudinal survey data with deep-dive qualitative studies to provide actionable insights that deliver business results.
• Operationalize enterprise-wide listening strategies, ensuring feedback loops are integrated into the product lifecycle.
• Move beyond standard reporting by partnering with internal teams to conduct advanced key driver analysis and predictive modeling for business-critical outcomes.
• Model the strategic use of AI for research planning, thematic analysis, and insight synthesis to increase team efficiency and deepen discovery.
• Act as the final authority on methodology and instrumentation for large-scale experience surveys. Lead strategic reviews to align metrics with internal CVS standards.
• Manage the day-to-day administration and governance of the research platform ecosystem. Proactively partner with business units to optimize dashboards, drive user adoption, and integrate demographic data for deeper segmentation.
• Provide expert, on-demand research and measurement consulting for high-priority business questions and complex measurement challenges.
• Act as a resident expert on mixed-methods methodologies, leading and developing at least one direct report while providing cross-departmental coaching on research best practices.

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