Manager, Customer Experience Measurement - Pharmacy Services Segment (PSS)

We’re building a world of health around every individual — shaping a more connected, convenient and compassionate health experience. At CVS Health®, you’ll be surrounded by passionate colleagues who care deeply, innovate with purpose, hold ourselves accountable and prioritize safety and quality in everything we do. Join us and be part of something bigger – helping to simplify health care one person, one family and one community at a time.

CVS Health is on a journey to become the most consumer-centric health company by creating best in class experiences for customers, members, clients, and colleagues.  The Enterprise Customer Experience Team is responsible for measuring and driving action on consumer feedback and establishing a consumer-centric culture at CVS Health. This work is powered by innovative data-driven approaches that generate actionable insights to both solve customer pain points, and surprise and delight our consumers.

The Manager, Customer Experience (CX) Measurement –PSS reports to the Lead Director of Customer Experience (CX) Measurement and plays a critical role in helping CVS Health to achieve this goal.  This role is focused on proactively finding, synthesizing and delivering actionable insights to key stakeholders within Caremark, Mail Order and Specialty Pharmacy with a significant opportunity to also contribute to CVS Health enterprise-wide insights.

You'll make an impact by:

• Providing logistic support for Caremark, Mail Order Pharmacy and Specialty Pharmacy Member Experience Measurement programs, including utilizing Medallia platform to improve surveys and dashboards
• Generating ongoing reporting of member experience
• Developing actionable insights about the member experience leveraging various data sources including surveys and operational data
• Presenting member experience insights to business partners and senior leadership
• Training colleagues to utilize Medallia platform

This role will be a key member of our Customer Experience team, functioning as part of a community of Customer Experience professionals who not only help each other, but are also passionate about the future of healthcare and the voice of the customer.

Required Qualifications

• 5+ years of experience in:
  • Measuring and analyzing customer feedback
  • Generating insights and implications
  • Using the resulting insight to drive change / influence the customer experience.

• 1 year of experience with Medallia, Qualtrics and other customer experience measurement platforms
• Experience in the Healthcare Insurance Industry
• Ability to analyze structured and unstructured data using multiple tools and. Proven ability to perform and interpret statistical analysis to tell data driven stories that can lead to actionable insights.
• Ability to manage projects autonomously, problem solve, display high levels of attention to detail.
• Ability to effectively interface with associates in various functional roles.
• Strong Microsoft Office Suite, especially PowerPoint and Excel, and document management skills.
• Programming experience (R, Python, SAS, SPSS, etc.) and familiarity handling large datasets is a plus but is not required.
• Experience managing vendors relationships and implementing new platforms.
• Demonstrated ability to thrive in highly complex environments.

Bachelor’s degree or 4+ years of equivalent experience

The typical pay range for this role is:

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.