Senior Manager Customer Insights & Analytics

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.

Job Purpose and Summary:

At CVS Health, our retail business is a critical part of our strategy – it’s where and how consumers can take care of their everyday well-being with products that help with physical, mental, social/emotional well-being. We are looking for passionate, innovative, customer-centric thinkers who are comfortable using data, technology, critical thinking skills and insights to drive business results.

The Loyalty team aims to inspire customers to choose CVS as their health and wellness go-to retailer by delivering value and the most rewarding personalized shopping experience.

The Loyalty team is seeking a highly skilled and experienced Senior Manager of Member Growth Analytics with strong SQL skills to join our Customer Insights and Analytics team. In this role, you will be responsible for analyzing and interpreting complex data sets to derive actionable insights related to loyalty member behavior, market trends, and other key performance indicators. Your expertise in SQL and background in data analysis will be essential in driving member insights and optimizing business performance to support the growth and evolution of ExtraCare and ExtraCare Plus.

You will touch and work with many teams, including Analytics & Behavioral Change, Retail Analytics, Business Intelligence in Marketing, Promo, RX Growth, and Customer Insights. Sr. Manager of Customer Insights and Analytics will report to the Director of Customer Insights and Analytics and primarily focus on behavior of ExtraCare and ExtraCare Plus members, as well as Rx patients opted into ExtraCare.

Primary Job Duties & Responsibilities:

Data Analysis and Interpretation :Estimated % of Time 25%

Utilize your strong analytics skills to extract, transform, and analyze large datasets from various sources.  Including internal SQL member/trip data, customer databases. Identify patterns, trends, and correlations in the data, and interpret them in a business context. Effectively blend all analytical tools at our disposal – including external, non-traditional data sources.

Insights Generation : Estimated % of Time 25%

Translate raw data into meaningful insights and recommendations that support business decision-making and uncover total store growth opportunities. Develop reports, dashboards, and visualizations to effectively communicate findings to key stakeholders. Focus on providing actionable insights that can drive member engagement and total store growth strategies and improve business outcomes.

Customer Behavior Analysis : Estimated % of Time 25%

Analyze customer segmentation, purchasing patterns, and preferences to identify opportunities for member acquisition, retention, and loyalty. Provide actionable insights for activation across benefit innovation, engagement, and improve overall member experience. Identify key customer cohorts and develop strategies to maximize their value.

Performance Tracking : Estimated % of Time 10%

Develop and maintain key performance indicators (KPIs) and performance dashboards as needed to track customer and financial performance and identify areas for improvement.

Collaborative Partnerships: Estimated % of Time 10%

Collaborate with cross-functional teams, Analytics, Data Engineering, and others, to gather requirements, define data needs, and support data-driven decision-making. Work closely with stakeholders to understand business objectives and provide analytical support.

Data Governance: Estimated % of Time 5%

Ensure data accuracy, integrity, and compliance with privacy regulations. Advocate for data-driven decision-making and promote a data-driven culture within the organization.

Essential Qualifications and Functions: 

The successful candidate will have a strong work ethic, be a self-starter, and able to be highly productive in a dynamic, collaborative environment. The ideal candidate will have the following knowledge / skill / ability:

• Highly responsible and accountab