Senior Analyst - Digital Customer Experience Optimization

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.

Position Summary
The Senior Analyst, CX Optimization (CXO) at CVS Health drives digital innovation by coordinating digital A/B testing ideation, setup, and measurement plans to enhance customer experience. This role focuses on A/B and MVT testing strategies for major business lines and implementing process improvements within CXO. The Senior Analyst expectations will be to make A/B testing recommendations, perform readouts on Final test results, iterate on A/B tests and influence digital product partners. The analyst monitors performance and prioritizes test plans based on data-driven insights, contributing to drive an enhanced digital customer centric experience.

Primary Job Duties & Responsibilities:

• Support CXO managers in executing A/B tests for Web and App (iOS & Android), including test planning, quality assurance, and development timelines.
• Track and report test results to the CXO Manager, providing insights for partners.
• Develop test requirements in Adobe Workfront and Adobe Target, ensuring adherence to best practices.
• Collaborate with CEM, UX, analytics, and product teams to gather requirements and report outcomes with recommendations.
• Partner with the CXO Manager to align test strategies across teams.
• Create optimization roadmaps that enhance customer experiences and align with business goals.
• Organize documentation and ensure compliance with SOPs for seamless delivery.
• Lead partner meetings, providing agendas and notes to encourage engagement.
• Contribute to impactful CXO presentations and identify opportunities to share outcomes with a broader audience.

Report and Testing Tool Responsibilities: 

• Ensure data integrity by audit tests comparing to production and custom events within the testing platform.
• Partner with Analytics and CXO Managers for signoff on data accuracy.
• Independently create tagging guidance and Adobe Analytics workspaces for test measurement and present to CXO Manager for alignment.
• Leverage quantitative and qualitative data to provide insights and propose new testing scenarios and sharing results.
• Identify and resolve test setup and tracking issues, aiding with troubleshooting as needed.
• Independently pursue training opportunities to improve skill sets and advance capabilities.

Location: Preferred hybrid schedule in Woonsocket, RI office. Will consider Boston, MA office.

Required Qualifications

• 2+ years of experience in A/B and multivariate testing methodologies and platforms like Adobe Target
• 2+ years’ experience using Adobe Analytics or similar analytics reporting platform 
• Experience managing complex projects, changing priorities and deadlines
• Proficient in Microsoft Office, especially Excel and PowerPoint.

Preferred Qualifications

Technical Skills:

• Strong understanding of statistical methods for analyzing test results.
• Familiarity with app functionality and release processes.

Analytical Skills:

• Excellent at interpreting data and identifying trends from A/B test results.
• Methodical problem-solver with a focus on data-driven solutions.
• Detail-oriented in data collection and reporting.

Core Skills:

• Effective communication skills for presenting information clearly to diverse audiences.
• Effective collaborator with cross-functional teams, including product managers and developers.
• Adaptable and eager to learn new tools and methodologies.
• Well-organized in managing multiple projects and deadlines.

Additional Skills:

• Familiar with UX/UI design principles for test design.

Education

Bachelor's degree or equivalent experience preferred
 

Anticipated Weekly Hours

40

Time Type

Full time

Pay Range

The typical pay range for this role is:

$46,988.00 - $122,400.00

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