Senior Manager, Customer Story Telling and Advocacy

Role Overview

• Own and scale an Advocacy storytelling program
• Lead the enterprise customer advocacy program, including strategy, governance, process, and infrastructure
• Partner with Marketing, Communications, Public Relations, and Social to drive coordinated storytelling and amplification across channels
• Position advocacy as complementary proof points that reinforce CVS Health’s differentiated capabilities and outcomes
• Build a continuous pipeline of high-impact stories and recognition opportunities
• Identify customer advocates and stories through VOC platforms (e.g., Medallia), social channels, and business partnerships
• Translate customer outcomes into compelling testimonials, case studies, and assets
• Manage our structured intake and prioritization model for advocacy content requests across lines of business
• Develop and manage enterprise storytelling assets and systems
• Maintain a centralized repository of customer stories, testimonials, and award submissions/wins, categorized by business line, solution, and theme
• Ensure content is accurate, compliant, and aligned to CVS Health messaging and brand standards
• Establish repeatable processes for intake, development, legal/compliance review, and activation
• Drive measurable impact and continuous optimization
• Track and analyze performance of advocacy content (usage, amplification reach, reputational impact)
• Provide insights and recommendations to evolve strategy, improve ROI, and increase enterprise adoption
• Contribute to executive-level reporting on storytelling effectiveness and external validation
• Support our growing and evolving Enterprise Awards Recognition program
• Support the scaling of the enterprise awards program as volume and scope increase, including coordinating cross-functional partner outreach, scheduling stakeholder interviews, maintaining the awards tracker, and ensuring timelines are met
• Expand internal awareness and engagement by developing and distributing updates (email communications, presentations), proactively onboarding new teams, and identifying emerging technologies across the enterprise
• Maintain and evolve a centralized portfolio of award stakeholders and subject matter experts, including POCs, technologies, and recent product achievements to enable efficient and targeted submissions
• Partner with internal innovation channels (e.g., patent pipelines and related efforts) to proactively identify new technologies, solutions, and teams for award consideration
• Support measurement and optimization of awards impact, including amplification tracking, process improvements, performance metrics, and use of internal tools and AI to enhance research and submission quality

Requirements

• 7–10 years of experience in customer advocacy, storytelling, comms, or marketing
• Proven ability to build and scale programs that drive reputational impact and business value
• Experience leveraging VOC platforms (e.g., Medallia, Qualtrics) to identify and activate customer stories
• Proven experience communicating to and building relationships with stakeholders, including executive leadership
• Demonstrated ability to translate data and outcomes into compelling, credible narratives
• Proficiency in Microsoft Office Suite (PowerPoint, Excel) and content management systems
• Bachelor's Degree

Benefits

• medical, dental, and vision coverage
• paid time off
• retirement savings options
• wellness programs
• comprehensive benefits package