Digital Customer Experience 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.

Position Summary

The Manager, Digital Customer Experience Management (CEM) is responsible for monitoring and providing actionable voice of the customer insights to our Digital product team along with monitoring key operational metrics to optimize the Digital Customer Experience across digital channels.

This role will help to support Voice of Customer insights for Experiences across the Digital enterprise. The Manager, Digital CEM 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 position 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.

Proactive Insights:
- Utilizing an array of “Voice of Customer” tools, the CEM Manager will identify actionable market insights for future customer centric enhancements.
- These tools may include customer surveys, session replay tools, direct customer feedback, market research, call shadowing, competitive benchmarking, and other tools.
- Leveraging our analytics and IT teams along with external stakeholders to prioritize these insights will be key.

Reactive Insights:
- Day to day monitoring of “site health” from the VoC perspective.
- Quickly pinpoint and triage existing customer pain points.
- Leverage our analytics and IT teams to prioritize production issues and trends.
- Day to day review of key site health metrics.
- Work with analytics teams to close any critical gaps in data.

Strategy
- Develop a product roadmap to improve Customer Experience based off customer insights, cross-department collaboration, and company goals.
- Working with analytics and IT teams, this individual will create business cases to support product recommendations.
- Identify/prioritize optimization testing opportunities across the breadth of our digital tools.

Support
- The CEM Manager will act as a digital subject matter expert of Retail Pharmacy
- Full understanding of our existing features and the value they drive for our customers.
- The CEM Manager will evangelize the digital story across the enterprise.
- The CEM Manager will manage large or multiple highly visible projects in support of the Product Management team.

Required Qualifications

• 5+ years' related work experience.

• 3+ years’ experience with Voice of Customer, Pharmacy, Research, and/or Digital.

• 2+ years of experience with Digital products OR experience within the Healthcare environment. 

• 2+ years of experience using quantitative skills with the ability to link product design and features to strategic objectives while using hard data and metrics to substantiate assumptions and recommendations.

• 1+ years of people management experience.

• 1+ years of experience with survey analysis tools such as Medallia, Qualtrics, Verint, and/or Quantum Metric.

• Thorough understanding of technologies, processes, and responsibilities involved in building and maintaining websites and applications.

• Exceptional problem-solving skills, with an ability to influence and negotiate with peers, cross-functional partners and senior leaders.

• Excel (pivot table etc.), Word, PowerPoint skills are a must.

Preferred Qualifications

• Experience with HTML, Javascript, User Interface frameworks, and integration with backend APIs.​

• Master's Degree.

• Exceptional problem-solving skills, with an ability to influence and negotiate with peers, cross-functional partners and senior leaders.

• Previous experience with research, strategy consulting, healthcare, technology, or retail pharmacy.

• Passion for technology and