Manager - Business Analyst

CVS Health is dedicated to building a world of health around every individual, and they are seeking a Manager - Business Analyst to enhance the user experience of their chatbot. This role involves analyzing customer interactions, recommending improvements, and collaborating with various teams to ensure effective and user-friendly chatbot responses.

Responsibilities:

• Analyzing interactions between members and the chatbot to identify pain points and improvement opportunities
• Using insights from data analysis to recommend changes in conversation flows, response variations and dialog structures to improve member satisfaction and engagement
• Collaborating with program stakeholders to create chatbot responses that are clear, informative and aligned with business goals
• Monitoring key performance indicators (KPIs) to continually improve chatbot effectiveness

Requirements:

• 5+ years of professional working experience
• 3+ years of experience with UX/UI principles, including conversational AI best practices
• Bachelor's degree or equivalent experience (HS diploma + 4 years relevant experience)
• Experience working with chatbots and virtual assistants
• Strong proficiency in data analysis with the ability to identify trends, generate insights and make data-driven recommendations
• Experience working in an Agile environment
• Experience with IBM Watson Assistant
• Knowledge of DevOps approaches, end-to-end software development processes and business requirements