Manager, Digital Customer Experience, CVS Health

CVS Health

Location:
United States

Category:
IT - Administration

Contract Type:
Employment contract

Salary:

66330.00 - 159120.00 USD / Year

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Job Description:

The Manager, Digital 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.

Job Responsibility:

Monitor and provide actionable voice of the customer insights to Digital product team
Monitor key operational metrics to optimize Digital Customer Experience across digital channels
Support Voice of Customer insights for Experiences across Digital enterprise
Utilize qualitative and quantitative data to ensure optimal site health and improve satisfaction scores
Proactively identify actionable market insights for customer centric enhancements using VoC tools
Reactively monitor site health from VoC perspective and triage customer pain points
Develop product roadmap to improve Customer Experience
Create business cases to support product recommendations
Identify/prioritize optimization testing opportunities
Act as digital subject matter expert
Evangelize digital story across the enterprise
Manage large or multiple highly visible projects

Requirements:

5+ years of Voice of Customer Experience
1+ year of people management experience
1+ year of experience with survey analysis tools such as Medallia, Qualtrics, Verint and/or Quantum Metric etc.
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
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
Bachelor's degree or equivalent experience (HS diploma + 4 years relevant experience)

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
Proven ability to collaborate broadly with flexible, positive attitude and ability to get results

What we offer:

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

Additional Information:

Job Posted:
August 22, 2025

Expiration:
September 26, 2025

Employment Type:

Fulltime

Work Type:

Hybrid work

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Manager, Digital Customer Experience