Job Information
CVS Health Manager, Customer Experience Measurement - Client in Woonsocket, Rhode Island
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.
Position Summary
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 – Client reports to the Director of Customer Experience (CX) Measurement – Caremark/Specialty/Client and plays a critical role in helping CVS Health to achieve this goal. This role is focused on ensuring consistent and reliable measurement of the Aetna and Caremark Client experience and delivering actionable insights to key stakeholders across all our businesses. Additionally, this role is responsible for ensuring successful measurement required to satisfy client experience performance guarantees.
You'll make an impact by:
Ensuring consistent and reliable measurement of Aetna and Caremark Clients with responsibility for providing accurate key customer experience metrics to business partners and the CVS Health enterprise, including but not limited to ownership of Client and other B2B focused relationship and transactional survey programs.
Coordinate CVS Health stakeholders such as account management teams, Salesforce partners, IT, enterprise analytics, and senior leaders to build, deploy, and manage client CX measurement program.
Manage vendor partners to build, deploy and manage client CX measurement program.
Provide regular and ad hoc reporting on client experience, including regular scorecard reporting and providing insights to various stakeholder, including experience steering committees and senior leadership.
Execute client performance guarantee survey process and reporting
Synthesizing insights from multiple sources, including survey feedback, to help organization understand Client and other B2B feedback.
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, and using the resulting insight to drive change / influence the customer experience.
1 year of experience with Medallia, Qualtrics and other customer experience measurement platforms
Preferred Qualifications
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.
Education
Bachelor’s degree or equivalent experience ( 4 Years)
Pay Range
The typical pay range for this role is:
$66,330.00 - $145,860.00
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.
In addition to your compensation, enjoy the rewards of an organization that puts our heart into caring for our colleagues and our communities. The Company offers a full range of medical, dental, and vision benefits. Eligible employees may enroll in the Company’s 401(k) retirement savings plan, and an Employee Stock Purchase Plan is also available for eligible employees. The Company provides a fully-paid term life insurance plan to eligible employees, and short-term and long term disability benefits. CVS Health also offers numerous well-being programs, education assistance, free development courses, a CVS store discount, and discount programs with participating partners. As for time off, Company employees enjoy Paid Time Off (“PTO”) or vacation pay, as well as paid holidays throughout the calendar year. Number of paid holidays, sick time and other time off are provided consistent with relevant state law and Company policies.
For more detailed information on available benefits, please visit Benefits | CVS Health (https://jobs.cvshealth.com/us/en/benefits)
We anticipate the application window for this opening will close on: 02/17/2025
Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state and local laws.
We are an equal opportunity and affirmative action employer. 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.