Lead Director, HR Shared Services Transformation AI & Analytics

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.

Job Description

The Lead Director, HR Operational Excellence and Portfolio Management provides strategic direction and ownership of HR Shared Services processes, policies, metrics, and digital enablement. This role serves as the global process owner, ensuring alignment, standardization, and optimization across multiple HR functions. In addition, the role leads the integration of people analytics, data governance, and vendor/internal reporting to create a unified, trusted dashboard of HR performance metrics.

The Lead Director also owns the HR Shared Services technology roadmap, including ServiceNow HRSD, AI/automation initiatives, and data-driven workforce tools. This position drives transformation efforts to elevate the HR employee experience, ensure data accuracy, and strengthen HR’s ability to deliver actionable insights to business leaders.

Major Responsibilities

• HR Operational Excellence
  • Serve as the process owner for HR Service center, ensuring standardization, scalability, and continuous improvement across regions and functions.
  • Align end-to-end processes with enterprise goals, HR Business Partner needs, and employee experience priorities.
  • Lead cross-functional process design and harmonization workshops to identify and eliminate inefficiencies.
  • Champion continuous improvement.
  • Standardize governance and service delivery.
• Policy Governance & Compliance
  • Provide oversight and ownership of HR Shared Services policies, ensuring they remain current, consistent, and aligned with enterprise standards.
  • Maintain a centralized library of HRSS policies to enable easy access, transparency, and accountability.
  • Partner with Legal, Compliance, and HR leadership to ensure policies meet regulatory, risk, and ethical requirements.
  • Establish a structured review cadence to sustain policy relevance as business needs and regulations evolve.
• Metrics, Analytics & Data Governance
  • Own the alignment of HR Shared Services metrics, consolidating reporting from vendors, internal teams, and systems into a single source of truth dashboard.
  • Establish and enforce HR data governance standards, ensuring accuracy, consistency, and compliance.
  • Partner with People Analytics teams to define key KPIs, including employee experience, productivity, service quality, and cost optimization.
  • Deliver insights to senior leaders to inform strategy, workforce planning, and decision-making.
• Technology Roadmap & Digital Enablement
  • Own the HRSS technology roadmap, including ServiceNow HRSD, AI/automation solutions, RPA, and predictive analytics tools.
  • Drive implementation of AI-powered capabilities (e.g., knowledge bots, case routing, predictive employee insights) to enhance HR service delivery.
  • Partner with IT and vendors to ensure technology investments align with business priorities and deliver measurable ROI.
  • Monitor and evaluate emerging technologies and best practices to keep CVS at the forefront of digital HR transformation.
• Leadership & Change Management
  • Provide leadership and coaching to HRSS teams, vendors, and cross-functional stakeholders driving process, policy, and technology initiatives.
  • Lead change management and adoption strategies to ensure smooth implementation of new processes, policies, analytics platforms, and technology solutions.
  • Foster a culture of continuous improvement, innovation, and accountability across HR Shared Services.
• HR Portfolio Management:

• Oversee an integrated portfolio of HR transformation and technology initiatives.
• Partner with HR leaders to prioritize and allocate resources.
• Monitor project delivery, risks, and value realization.
• Maintain governance frameworks and standards.
• Lead annual planning and investment prioritization.
• Track and report initiative progress.
• Support M&A HR workstreams and integration.
• Review post-implementation results and ROI.
• Manage portfolio budget and ensure financial discipline.

Qualifications

• BS/BA required; MS/MBA in Business, HR, Analytics, or Technology preferred.