Manager - Digital Customer Experience Technical Insights

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) Technical Insights 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 proactive insights for Experiences across the Digital enterprise. The Manager, Digital CEM Technical Insights 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 evaluating, assisting and optimizing CEM created dashboards and segments. Additionally, this individual will serve as the Quantum Metric Subject Matter Expert and Technical Expert.

Responsibilities:

Proactive Insights
- Utilizing an array of “Voice of Customer” tools, the CEM Manager Technical Insights will identify actionable market insights for future customer centric enhancements.
- These tools may include customer surveys, 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
- Responsible for evaluating, assisting and optimizing CEM created dashboards and segments.
- Serves as the Quantum Subject Matter Expert and Technical Expert.
- Primary Liaison with Customer Operations team, surfacing optimizations and customizations needed.
- 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
-Primary contact for Enterprise Customer Experience for Digital Health Score (DHS) and Connected Contact Center (CCC)
-Responsible for documenting best practices for Quantum Metric dashboards and segments
-Primary lead for the Customer facing error trackers
-Perform audits to ensure segments are optimized, data is fully captured, and items are properly updated
-Full understanding of our existing features and the value they drive for our customers.
-Manage multiple projects of varying size in support of the Digital Customer Experience team.

Required Qualifications

• 5 + years' prior relevant work experience

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

• 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

• 2+ years of experience in SQL or analytics tools such as Quantum Metric, Adobe, with an understanding of data warehouse architecture

• 5+ years working with Excel (pivot table etc.), Word, PowerPoint

Preferred Qualifications

• 1+ year of people management experience

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

• Master's Degree

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

Education
Bachelor’s degree, or equivalent experience (HS diploma + 4 years relevant experience)

Business Overview
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