Customer Experience Strategy Manager

CVS Health is dedicated to building a more connected and compassionate health experience. As the Customer Experience Strategy Manager, you will advocate for members, analyze processes, and design journeys to enhance prescription fulfillment and member experience across CVS Caremark.

Responsibilities:

• Serve as the voice of the member within cross-functional teams, ensuring alignment between business goals and experience design
• Partner with working teams across CVS Caremark digital platforms (website/apps) and member communications channels (email/SMS/IVR), bridging business strategy and technical execution
• Consult on feature prioritization, roadmap planning, and change management
• Ensure alignment between member experience vision and enterprise objectives
• Create problem statements and outcomes that address member needs, reduce friction and create consistency across digital platforms and communications channels
• Review current-state data and processes to identify pain points
• Design future-state experiences that enable digital self-service and proactive issue resolutions
• Partner with stakeholders to size opportunities, assess impact, and prioritize initiatives that deliver the greatest benefit
• Ensure that all member experience strategies and improvements are directly aligned with CVS Caremark’s strategic goals—driving measurable impact on Net Promoter Score (NPS), reducing call volume, and advancing other key performance metrics that define success
• Support strategic development and execution of digital adoption initiatives to drive member registration, engagement, and self-service behavior
• Partner with cross-functional teams to articulate and promote the MX vision, strategy, and roadmap, driving stakeholder alignment and frontline readiness

Requirements:

• Bachelor's degree in Business, Marketing, or related field; MBA preferred
• 3-5 years of experience in Customer Experience, Product Management, Strategy, Process Improvement or related fields
• Strong analytical skills with experience in journey mapping and data-driven decision-making
• Outstanding writing and editing skills; adept at creating compelling, insightful presentations for leaders
• Excellent communication and facilitation skills; ability to influence across multiple levels and functions
• Strong, independent project management skills; detail‑oriented and able to proactively manage multiple priorities while meeting deadlines
• Proficient in PowerPoint, Word, and Excel
• Skilled at analyzing survey data to translate insights into actionable improvements
• Familiarity with healthcare, pharmacy benefit management (PBM), or related industries is a plus