Customer Insights - Lead Director

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.

Our Customer Success and Growth Organization is at the heart of our customer experiences as we have a unique focus on defining meaningful moments for those we serve. Our north star is creating heartfelt, personalized moments by listening to feedback to remove existing obstacles and simplify enterprise experiences. You are joining a team that cares for the well-being of our colleagues by working together in a supportive, collaborate and agile environment.

This position will be hybrid with anticipated in office days Tuesday, Wednesday, and Thursday. Candidates will be within a reasonable commuting distance to one of the following CVS HUBS:

•    Hartford, CT
•    Woonsocket, RI
•    Wellesley, MA
•    New York, NY
•    Chicago, IL

Position Summary

As we look to deliver enhanced value and improved health outcomes for consumers, this role will be pivotal to igniting a customer centric culture. 

CVS Health is on a journey to becoming the most consumer-centric health company and creating winning experiences for customers, members, clients and colleagues.  The Lead Director Customer Insights, Government and Individual, will play a critical role in helping CVS Health to achieve this goal.  As we look to deliver enhanced value and improved health outcomes for consumers, this role will be pivotal to igniting a customer centric culture. 

This position provides an opportunity to help build, shape, and execute the research-driven learning agenda for the Aetna government programs, including Medicare, Medicaid, and IVL/ACA.  The Lead Director will work with the Executive Director along with the product and marketing leads for those government products to understand the core research needs and the insights necessary to drive growth in these segments and then execute that agenda by delivering research that produces insights needed to drive the business.

The Lead Director will work with their team and leader to select and manage research vendors, analyze data, and develop reports that highlight and document key insights.  This role has exposure to senior leaders in Aetna and CVSHealth, and therefore requires confidence with and experience in working with and for senior executives.

A successful Lead Director will be a strong leader that understands research methods and analyses, with strong analytical and storytelling skills that help uncover insights and tell a tight, documented story that supports those insights.

What you will do
•    Administers the customer research strategy to gather valuable customer feedback and insights through surveys, interviews, focus groups, and data analytics.
•    Advises management on the evaluation, selection, and integration of innovative research methodologies and qualitative and quantitative approaches to gather comprehensive customer insights.
•    Aligns ethical guidelines and data privacy regulations with the customer insights planning process to ensure constant operational compliance.
•    Communicates with leaders regarding customer segmentation models and spearheads discussions pertaining to key demographics, customer preferences, needs, and behaviors.
•    Helps establish budgets by forecasting costs associated with new research tools, data collection platforms, and participant incentives.
•    Contributes to top-level decision-making surrounding strategic initiatives that focus on improving customer satisfaction by leveraging data derived from customer feedback and analytics.
•    Delivers visualizations, insightful reports, and presentations on complex information to effectively summarize customer insights to various stakeholders.
•    Designs customer journey maps to increase customer touchpoints and improve end-to-end customer experiences.
•    Implements systems to ensure that customer data is collected, stored, and analyzed in compliance with relevant data protection regulations and company policies.

Required Qualifications

•    10+ years’ experience designing and leading research projects and teams.  Deep understanding of and fluency in formal research methods, sta