Digital CEM Analyst

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.

Position Summary
The Analyst, Digital CEM will help to support Voice of Customer insights and Operational Monitoring for priority areas across the enterprise. This individual will utilize both qualitative and quantitative data to ensure optimal site health and move the needle on satisfaction scores. Qualitative data will include current Voice of Customer tools to gain actionable insights, while closely collaborating with product managers, analytics, and IT teams to take these insights to market. Quantitative data and analysis will include funnel flow analytics and key metric dashboards. This person will be responsible for staying abreast of the fast-moving industry to identify the latest market developments, synthesize competitive research insights, and inform a product roadmap that drives customer satisfaction and improved conversion.

Required Qualifications

• Utilizing an array of “Voice of Customer” tools, the CEM Analyst will identify actionable market insights for future customer centric enhancements.

• Leverage analytics and IT teams along with external stakeholders to prioritize insights.

• Analyze and act on key metrics, in partnership with Product Managers and IT teams.

• Develop a product roadmap based off customer insights, cross-department collaboration, and company goals.

• Partner with analytics and IT teams to create business cases to support product recommendations.

• Day to day monitoring of “site health” from the VoC (Voice of the Customer) perspective. Quickly pinpoint and triage existing customer pain points.

• Ability to manage small projects in support of the Product Management team.

• Ability to analyze and take action on key metrics, in partnership with Product Managers and IT teams.

• Ability to identify/prioritize opportunities across the breadth of our digital tools.

• 0 - 2 years relevant work experience

Preferred Qualifications

• Proficiency in Microsoft Excel and PowerPoint

• Experience in quantitative and qualitative analysis and research

• Strong analytical and technical skills

• Excellent written and verbal communication skills

• Outstanding interpersonal skills and ability to develop relationships across diverse teams

• Well organized, entrepreneurial, and able to prioritize among multiple projects with limited supervision

• Outstanding interpersonal skills and ability to develop relationships across diverse teams

• Demonstrated strengths in structured and logical thinking, problem solving, issue resolution, and attention to detail

Education

• High School Diploma or General Equivalent Development (GED)

• Bachelor's degree

Our diverse work experience empowers colleagues for career success. In addition to skill and experience, we attract and retain colleagues whose beliefs and behaviors are in alignment with our core values of collaboration, innovation, caring, integrity and accountability.

CVS Health is an equal opportunity/affirmative action employer. Gender/Race/Ethnicity/Disability/Protected Veteran – we highly value and are committed to all forms of diversity in the workplace. We proudly support and encourage people with military experience (active, veterans, reservists and National Guard) as well as military spouses to apply for CVS Health job opportunities. We comply with the laws and regulations set forth in the following EEO is the Law Poster: EEO IS THE LAW and EEO IS THE LAW SUPPLEMENT. We provide reasonable accommodation to qualified individuals with disabilities. If you require assistance to apply for or perform this job, please contact our Advice and Counsel Reasonable Accom