Digital Customer Experience Manager, CVS Health

CVS Health

Location:
United States, Woonsocket

Category:
IT - Software Development

Contract Type:
Employment contract

Salary:

66330.00 - 159120.00 USD / Year

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Job Description:

The Manager, Digital Customer Experience Management (CEM) is responsible for monitoring and providing actionable voice of the customer insights to the Digital product team along with monitoring key operational metrics to optimize the Digital Customer Experience across digital channels. This role involves both qualitative and quantitative data analysis to understand site health, satisfaction scores, and conversion improvements while collaborating with internal and external teams to drive enhancements.

Job Responsibility:

Utilizing an array of 'Voice of Customer' tools, the CEM Manager will identify actionable market insights for future customer centric enhancements
Quickly pinpoint and triage existing customer pain points
Leverage analytics and IT teams to prioritize production issues and trends
Develop a product roadmap to improve Customer Experience based off customer insights, cross-department collaboration, and company goals
Create business cases to support product recommendations
Identify/prioritize optimization testing opportunities across the breadth of our digital tools
Act as a digital subject matter expert of Retail Pharmacy
Manage large or multiple highly visible projects in support of the Product Management team

Requirements:

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

Nice to have:

Experience with HTML, Javascript, User Interface frameworks, and integration with backend APIs
Master's Degree
Previous experience with research, strategy consulting, healthcare, technology, or retail pharmacy
Passion for technology and good understanding of current technology landscape and issues
Demonstrated strength in using large amount of structured and unstructured data
Excellent organizational skills
An entrepreneurial, out-of-the-box thinker who is intellectually curious with a strong work ethic
Ability to multitask, adapt to changing priorities, be decisive under ambiguity, and meet tight deadlines
Strengths in structured and logical thinking, problem solving, issue resolution, and attention to detail

What we offer:

Affordable medical plan options, a 401(k) plan (including matching company contributions)
Employee stock purchase plan
No-cost programs for wellness screenings, tobacco cessation, and weight management
Confidential counseling and financial coaching
Paid time off
Flexible work schedules
Family leave
Dependent care resources
Tuition assistance
Retiree medical access

Additional Information:

Job Posted:
May 15, 2025

Expiration:
June 13, 2025

Employment Type:

Fulltime

Work Type:

Hybrid work

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Digital Customer Experience Manager