Retail Operations Support - Senior Analyst

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

The Senior Analyst role requires a combination of technical skills, critical thinking, and effective communication to drive data-informed decisions and contribute to the success of the organization.  As a Senior Analyst for Store Operations, you will be responsible for managing day-to-day operations and field support. Your role will revolve around optimizing operational processes, analyzing data, coordinating field support activities, and driving continuous improvements to deliver exceptional service experiences to customers and colleagues.

You will be responsible for partnering with various stakeholders to prepare regular performance reports that highlight key operational metrics, such as response times, resolution rates, and colleague/customer feedback. These reports will be used to monitor and evaluate the effectiveness of operations. Your role will involve identifying opportunities for process improvements. You will collaborate with stakeholders to implement changes that lead to better service delivery and increased operational efficiency. 

Primary Job Duties & Responsibilities:

Project Management

• Conduct research to gather information and stay updated on industry trends, market conditions, and best practices
• Assign appropriate timelines and accountabilities for items, empower the team to drive action steps to completion
• Navigate ambiguity and change to achieve goals despite potential obstacles
• Lead and participate in meetings/calls with corporate partners and retail executives
• Align the team to establish, update and maintain a clear set of actions across retail including interdependencies needed to achieve overall goals
• Owns follow-up and initiatives and KPI performance

Data Analytics

• Collects, organizes, and analyzes data to derive meaningful insights and support decision-making processe
• Ensures the accuracy and reliability of data and analysis through thorough checks and validation
• Measures service and productivity results on an ongoing basis and lead recurring readout to senior leadership in partnership with cross-functional business leads
• Leverages a results-oriented mindset, uses metrics to monitor improvements

Leverages a Continuous Improvement Model

• Fully embraces organizational improvement initiatives, acting as a change agent with one’s own team and peers and partners
• Provides both constructive and appreciative feedback on ideas and key initiative
• Looks for ways to break through implementation barriers rather than be impeded by them
• Develop and manage a standardized set of views that are used to internally monitor macro-level trends and key drivers of each

Required Qualifications

• 3+ years of experience working in retail, or in similar model
• 3+ years of experience demonstrating the ability to think strategically and develop long-term plans that align with the organization's goals and objectives
• 3+ years of experience synthesizing data and making business recommendations to leaders on the path forward
• 3+ years creating insight presentations from the synthesized data that has a strong narrative and critical recommendations with both strengths and opportunities
• 3+ years of experience leveraging strong communication skills to effectively influence and collaborate with team members and key stakeholders to achieve desired outcomes
• Experience using the Microsoft Office Suite (Word, Excel, PowerPoint, Outlook)
• Adaptability to work effectively in a hybrid work environment, which may include both remote and in-office work, while maintaining high productivity and communication standards
• Proven track record of high performance
• Regular and reliable attendance
• Any additional tasks as directed by supervisor or manager
• Occasional travel, up to 25%, may be required based on the needs of the business

Preferred Qualifications

• Advanced skills using the Microsoft Office Suite (Word, Excel, PowerPoint, Outlook)