Responsible for the day-to-day operations of the customer experience program for CVS’ Healthcare Delivery lines of business
Reporting, providing actionable insights that deliver business results
Acting as a voice of the customer champion to advocate for our patients
Supports Customer Experience Measurement with regular project management elements
Collect and elevate quantitative and qualitative customer feedback survey data
Plan, prioritize, and support rigorous analyses of customer feedback, journeys, and pain points to uncover valuable insights
Provide regular updates to key business partners using dashboards and presentations
Monitor trends, interpret feedback, and translate analysis and insights into actionable plans
Design systems to promote feedback among Clinical and frontline colleagues
Manage ad hoc customer insights data pulls and support projects
Collaborate and coordinate cross-functionally to maintain a program to identify high-risk feedback requiring follow-up

5+ years’ experience analyzing customer insights, or related
3+ years’ experience creating reports and dashboards, performing statistical analyses, using Tableau, Excel, or similar software
3+ years’ experience using PowerPoint or similar to create presentations
3+ years’ experience of intermediate project/program management skills, including project planning, resource planning, and scenario planning
3+ years’ experience manipulating and querying data, performing statistical analyses and/or basic knowledge of statistics
Experience managing CX vendors: Medallia / Qualtrics / CSpace / Forrester, etc.
Medallia experience is highly preferred
Self-motivated and eager to take ownership of projects
Clear verbal and written communication skills including email and PowerPoint presentations
Able to build strong cross-functional relationships with stakeholders
Passion for customer insights, data analytics, and storytelling with data
Experience sharing insights broadly across an organization to large teams and corporate leadership
Demonstrated attention to detail
Proven innovative problem-solving abilities and decision-making skills
Basic knowledge about Healthcare Industry and customer insights
Education Bachelor's Degree in Statistics, Business, Social Sciences, or equivalent (HS Diploma + 4 years of relevant experience) required
Master’s Degree in a relevant field preferred

Affordable medical plan options
401(k) plan (including matching company contributions)
Employee stock purchase plan
No-cost programs for all colleagues including wellness screenings, tobacco cessation, and weight management programs
Confidential counseling and financial coaching
Paid time off
Flexible work schedules
Family leave
Dependent care resources
Colleague assistance programs
Tuition assistance
Retiree medical access
Many other benefits depending on eligibility

Manager, Customer Experience – Healthcare Delivery

Key skills