Senior Manager, Digital CX Measurement

CVS Health • Woonsocket, RI

1d

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 We're looking for a Senior Manager of Digital Experience Measurement to champion the voice of our digital customers and guide the future of our digital experience. In this role, you’ll uncover where our customers struggle, identify opportunities with the greatest impact, and help leaders make confident, customer‑driven decisions. As part of the Enterprise Customer Experience & Insights team, you’ll join a collaborative group of researchers passionate about transforming healthcare and elevating customer needs. You’ll partner closely with leaders across digital product, engineering, marketing, and operations to bring insights to life and shape meaningful improvements.

Requirements

• 7+ years of analytic experience with survey research and manipulating data sets
• 5+ years of experience managing customer feedback programs, designing surveys and implementing solutions
• 5+ years of PowerPoint and document management skills
• 3+ years of experience managing survey vendor relationships

Nice To Haves

• Experience working with Medallia
• Experience working with Quantum Metric
• Experience with Adobe Analytics

Responsibilities

• Lead the digital customer insights strategy using surveys, session replay tools, and analytics to gather actionable feedback.
• Drive data analysis and storytelling, uncovering key trends through statistical techniques and data visualization.
• Collaborate with leadership on customer segmentation, helping teams understand demographic patterns, preferences, and behaviors.
• Design and implement research methodologies to ensure we’re capturing the right customer signals at the right moments.
• Create and deliver communication strategies that spread insights across the enterprise and influence decision‑makers.
• Coordinate enterprise‑level initiatives focused on improving digital customer satisfaction using data‑backed recommendations.
• Produce clear, compelling reports, dashboards, and presentations that communicate complex insights in digestible ways.
• Coach and support teams in planning and executing research studies that uncover deep customer motivations and market dynamics.

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