Manager - Digital Customer Experience Technical Insights

At CVS Health, we’re building a world of health around every consumer and surrounding ourselves with dedicated colleagues who are passionate about transforming health care.

As the nation’s leading health solutions company, we reach millions of Americans through our local presence, digital channels and more than 300,000 purpose-driven colleagues – caring for people where, when and how they choose in a way that is uniquely more connected, more convenient and more compassionate. And we do it all with heart, each and every day.

Position Summary

The Manager, Digital Customer Experience Management (CEM) Technical Insights is responsible for monitoring and providing actionable voice of the customer insights to our Digital product team along with monitoring key operational metrics to optimize the Digital Customer Experience across digital channels.

This role will help to support Voice of Customer proactive insights for Experiences across the Digital enterprise. The Manager, Digital CEM Technical Insights will utilize both qualitative and quantitative data to ensure optimal site health and move the needle on satisfaction scores. Qualitative data will include current Voice of Customer tools to gain actionable insights, while closely collaborating with product managers, analytics, and IT teams to take these insights to market. Quantitative data and analysis will include funnel flow analytics and key metric dashboards. This position will be responsible for evaluating, assisting and optimizing CEM created dashboards and segments. Additionally, this individual will serve as the Quantum Metric Subject Matter Expert and Technical Expert.

Responsibilities:

Proactive Insights
- Utilizing an array of “Voice of Customer” tools, the CEM Manager Technical Insights will identify actionable market insights for future customer centric enhancements.
- These tools may include customer surveys, direct customer feedback, market research, call shadowing, competitive benchmarking, and other tools.
- Leveraging our analytics and IT teams along with external stakeholders to prioritize these insights will be key.

Reactive Insights
- Day to day monitoring of “site health” from the VoC perspective.
- Quickly pinpoint and triage existing customer pain points.
- Leverage our analytics and IT teams to prioritize production issues and trends.
- Day to day review of key site health metrics.
- Work with analytics teams to close any critical gaps in data.

Strategy
- Responsible for evaluating, assisting and optimizing CEM created dashboards and segments.
- Serves as the Quantum Subject Matter Expert and Technical Expert.
- Primary Liaison with Customer Operations team, surfacing optimizations and customizations needed.
- Working with analytics and IT teams, this individual will create business cases to support product recommendations.
- Identify/prioritize optimization testing opportunities across the breadth of our digital tools.

Support
-Primary contact for Enterprise Customer Experience for Digital Health Score (DHS) and Connected Contact Center (CCC)
-Responsible for documenting best practices for Quantum Metric dashboards and segments
-Primary lead for the Customer facing error trackers
-Perform audits to ensure segments are optimized, data is fully captured, and items are properly updated
-Full understanding of our existing features and the value they drive for our customers.
-Manage multiple projects of varying size in support of the Digital Customer Experience team.
Required Qualifications

• 5 + years' prior relevant work experience

• 3+ years’ experience with Voice of Customer, Pharmacy, Research, and/or Digital

• 2+ years of experience using quantitative skills with the ability to link product design and features to strategic objectives while using hard data and metrics to substantiate assumptions and recommendations

• 2+ years of experience in SQL or analytics tools such as Quantum Metric, Adobe, with an understanding of data warehouse architecture

• 5+ years working with Excel (pivot table etc.), Word, PowerPoint

Preferred Qualifications

• 1+ year of people management experience

• 2+ years of experience with Digital products OR experience within the Healthcare environment

• Master's Degree

• Exceptional problem-solving skills, with an ability to influence and negotiate with peers, cross-functional partners and senior leaders

Education
Bachelor’s degree, or equivalent experience (HS diploma + 4 years relevant experience)

Business Overview
Bring your heart to CVS Health Every one of us at CVS Health shares a single, clear purpose: Bringing our heart to every moment of your health. This purpose guides our commitment to deliver enhanced human-centric health care for a rapidly changing world. Anchored in our brand — with heart at its center — our purpose sends a personal message that how we deliver our services is just as important as what we deliver.  Our Heart At Work Behaviors™ support this purpose. We want everyone who works at CVS Health to feel empowered by the role they play in transforming our culture and accelerating our ability to innovate and deliver solutions to make health care more personal, convenient and affordable.  We strive to promote and sustain a culture of diversity, inclusion and belonging every day.  CVS Health is an affirmative action employer, and is an equal opportunity employer, as are the physician-owned businesses for which CVS Health provides management services. We do not discriminate in recruiting, hiring, promotion, or any other personnel action based on race, ethnicity, color, national origin, sex/gender, sexual orientation, gender identity or expression, religion, age, disability, protected veteran status, or any other characteristic protected by applicable federal, state, or local law.  We proudly support and encourage people with military experience (active, veterans, reservists and National Guard) as well as military spouses to apply for CVS Health job opportunities.

Anticipated Weekly Hours

40

Time Type

Full time

Pay Range

The typical pay range for this role is:

$66,330.00 - $159,120.00

This pay range represents the base hourly rate or base annual full-time salary for all positions in the job grade within which this position falls.  The actual base salary offer will depend on a variety of factors including experience, education, geography and other relevant factors.  This position is eligible for a CVS Health bonus, commission or short-term incentive program in addition to the base pay range listed above. 
 

Our people fuel our future. Our teams reflect the customers, patients, members and communities we serve and we are committed to fostering a workplace where every colleague feels valued and that they belong.

Great benefits for great people

We take pride in our comprehensive and competitive mix of pay and benefits – investing in the physical, emotional and financial wellness of our colleagues and their families to help them be the healthiest they can be. In addition to our competitive wages, our great benefits include:

• 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.

For more information, visit https://jobs.cvshealth.com/us/en/benefits

We anticipate the application window for this opening will close on: 04/18/2025

Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state and local laws.