Customer Experience Strategy Manager

At CVS Health, we’re building a world of health around every consumer and surrounding ourselves with dedicated colleagues who are passionate about transforming health care.

As the nation’s leading health solutions company, we reach millions of Americans through our local presence, digital channels and more than 300,000 purpose-driven colleagues – caring for people where, when and how they choose in a way that is uniquely more connected, more convenient and more compassionate. And we do it all with heart, each and every day.

About the Team

The Member Experience team within Caremark Member Operations (CMO) Strategy is a dedicated group of Customer Experience (CX) professionals who partner across the enterprise to improve the CVS Caremark member experience. Our mission is to enable members to fill prescriptions with no surprises and minimal effort, supporting organizational goals to:

· Increase Net Promoter Score (NPS)

· Reduce call center volume

· Advance competitive positioning

Position Summary

As the Customer Experience Strategy Manager, you will play a critical role in shaping and delivering exceptional member experiences across CVS Caremark and the broader enterprise. You will advocate for members, analyze current-state processes, identify pain points, and design future-state journeys that simplify prescription fulfillment. This role requires strong strategic thinking, cross-functional collaboration, and the ability to translate insights into actionable improvements.

Key Responsibilities

· Represent the Business Strategy: Serve as the voice of the member within cross-functional teams, ensuring alignment between business goals and experience design

o Partner with working team across CVS Caremark digital platforms and member channels, bridging business strategy and technical execution

o Consult on feature prioritization, roadmap planning, and change management

o Ensure alignment between member experience vision and enterprise objectives

· Develop Member-Centric Solutions: Create problem statements and outcomes that address member needs, reduce friction and create consistency across channels

· Perform Journey Mapping & Analysis:

o Review current-state data and processes to identify pain points

o Design future-state experiences that enable self-service and proactive issue resolution

· Prioritize Improvements: Partner with stakeholders to size opportunities, assess impact, and prioritize initiatives that deliver the greatest benefit

· Strategically Align Efforts and Outcomes: Ensure that all member experience strategies and improvements are directly aligned with CVS Caremark’s strategic goals—driving measurable impact on Net Promoter Score (NPS), reducing call volume, and advancing other key performance metrics that define success

· Advance Digital-First Priorities: Support strategic development and execution of digital adoption initiatives to drive member registration, engagement, and self-service behavior

· Empower Transformation Efforts: Partner with cross-functional teams to articulate and promote the MX vision, strategy, and roadmap, driving stakeholder alignment and frontline readiness

Your success will be defined by your ability to create meaningful impact for our members and customers in a fast-paced, dynamic environment. You will help drive the organization toward a digital-first experience, supporting members throughout their journey. Your contributions will strengthen CVS Health’s position in the PBM marketplace and elevate our commitment to innovation and service excellence

Qualifications

· Bachelor’s degree in Business, Marketing, or related field; MBA preferred

· 5+ years of experience in Customer Experience, Product Management, Strategy, Process Improvement or related fields

· Strong analytical skills with experience in journey mapping and data-driven decision-making

· Exceptional writing and editing proficiency

· Excellent communication and facilitation skills; ability to influence across multiple levels and functions

· Familiarity with healthcare, pharmacy benefit management (PBM), or related industries is a plus

Core Competencies

· Member Advocacy: Passion for creating experiences that put members at the center of solution design

· Strategic Thinking: Ability to connect business objectives with actionable experience improvements

· Collaboration: Skilled at working within cross-functional teams and driving alignment

· Execution Focus: Proven ability to manage complex initiatives from concept through delivery

Anticipated Weekly Hours

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