Sr. Manager, Digital Experience Optimization

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

As a Senior Manager of Digital Customer Experience Optimization, you will be responsible for improving CVS Health’s digital experiences and achieving business goals through A/B testing and data-driven insights. This individual will oversee the execution and coordination of our A/B and multi-variate testing strategies across app and web properties and lead a team of testing strategists. The ideal candidate will be able to work effectively with cross-functional teams to implement impactful, customer-centric A/B tests while evangelizing the testing program across the organization. This role will involve strong leadership and influencing skills as well as expert knowledge of Adobe Target (or similar tools) and testing methodologies.

Primary Job Duties & Responsibilities:

Optimization strategy and day to day management (80%):

• Formulate and execute strategies to enhance customer experiences through optimization initiatives.
• Manage and mentor a team of 4-5 optimization strategists responsible for designing, executing, and analyzing A/B tests.
• Collaborate with cross-functional teams, including Product, UX, and Customer Experience Management, to develop optimization roadmaps that align with business goals and improve customer experiences.
• Oversee prioritization of high-impact, data-driven test hypotheses and provide guidance to maximize learning.
• Partner with stakeholders to influence decision-making and align on optimization strategies.
• Develop and communicate team goals aligned with organizational objectives for optimization and customer experience enhancement.
• Identify opportunities for upskilling team members in relevant areas to bolster optimization efforts and increase Adobe Target subject matter expertise.
• Define clear requirements for Adobe Target based on business needs and align with the marketing technology (MarTech) team on implementation plan.
• Troubleshoot test setup or data issues and provide guidance to team; partner with MarTech teams to resolve issues in a timely manner.
• Evangelize and champion a robust testing program across the organization, promoting a culture of experimentation and data-driven decision-making.
• Leverage test outcomes and insights to enhance visibility into optimization efforts.

Special Projects and Initiatives (20%):

• Support application testing needs: gather requirements for use cases and provide Adobe Target setup guidance/best practices.
• Manage workload and allocate time to different projects as needed.
• Support development projects related to integration of optimization capabilities across CVS Health organization.
• Research and recommend best practices and stay informed on industry standards and innovations.

Required Qualifications:
5 to 8 years of digital product experience and/or AB Testing or Multi- Variate Testing experience.

1-3 years of leadership experience.

1-3 years of customer journey testing optimization tools.

Ability to collaborate with cross-functional teams.

Preferred Qualifications:
Adobe Target experience.

MarTech experience.

Certification(s):  Adobe Target, Adobe Analytics.

Master's degree

Education:

Bachelor’s Degree or equivalent work experience

Pay Range

The typical pay range for this role is:

$75,400.00 - $190,700.00

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.  This position also includes an award target in the company’s equity award program. 
 
In addition to your compensation, enjoy the rewards of an organization that puts our heart into caring for our colleagues and our communities.  Th