Customer Insights Manager

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.

Our Customer Success and Growth Organization is at the heart of our customer experiences as we have a unique focus on defining meaningful moments for those we serve. Our north star is creating heartfelt, personalized moments by listening to feedback to remove existing obstacles and simplify enterprise experiences. You are joining a team that cares for the well-being of our colleagues by working together in a supportive, collaborate and agile environment.

Position Summary

Seeking an experienced Insights Manager with great research, organizational and communication skills.

The Aetna Government Insights Manager is an individual contributor role responsible for owning insights for Medicare, ACA, and Medicaid health insurance products by uncovering and synthesizing consumer attitudes and perceptions related to various elements of interest, experience, purchase, and retention.

The Manager will work with Aetna business partners to understand business needs and context, then help plan actionable, insightful, timely, and cost-effective plans to uncover the relevant customer, prospect, and competitor truths. Learning plans will include a variety of methodologies and data sources (new custom research, ongoing tracking research, syndicated research, etc.), so this individual will need to be able to synthesize insights from a variety of sources into a complete and actionable story.

This position will be hybrid with anticipated in office days Tuesday, Wednesday, and Thursday. Candidates will be within a reasonable commuting distance to one of the following CVS HUBS:

• Hartford, CT
• Woonsocket, RI
• Wellesley, MA
• New York, NY
• Chicago, IL

Primary Job Duties & Responsibilities:

1. Develop and execute individual learning plan elements to meet business partner objectives in an actionable, timely, and cost-effective way, including:

• Meeting with multiple Aetna and CVS Health business partners to fully understand the research needs, business objectives, timing, and budget constraints,
• Assessing the availability of existing data from a variety of sources to answer the objectives, and leveraging existing data into new summaries of insights whenever possible,
• Designing, kicking off, and conducting research, including study design, working with business partners on inputs, and fielding the study, either DIY or with a vendor,
• Selecting, managing, and successfully working with research vendors.
• Analyzing data, identifying critical insights, and crafting recommendations, conducting analysis, creating reports or dashboards where relevant, and
• Sharing insights and recommendations with business partners and leaders to influence plans and executing follow up analysis and drill-down where needed.

2. Play an active role in colleague and stakeholder adoption of intelligence and insights by proactively disseminating primary and secondary insights related to topics of interest to the stakeholders by attending relevant meetings and offering the customers’ perspective in the meeting. Help introduce external perspectives, including new vendors and research techniques to Insights colleagues.

3. Lead / participate in efforts that help across the Customer Advocacy and Insights team as assigned by leadership (potential examples include screening new vendors, helping with ad hoc projects, sharing results across teams, cross-training in other lines of business, etc.).

Required Qualifications

• 3+ years of experience with formal research methods, statistics, and analyses that are common in marketing research.
• 3+ years of experience designing, planning, analyzing, and delivering successful qualitative and quantitative customer research across a variety of methodologies that meet business partner objectives. 

Preferred Qualifications

• Strong analytical skills.
• Independent project management skills: strong attention to detail and ability to proactively manage multiple priorities simultaneously (often about different subjects).
• Compelling communication and storytelli