Senior Analyst, Digital Customer Experience, CVS Health

CVS Health

Location:
United States, Boston

Category:
IT - Software Development

Contract Type:
Employment contract

Salary:

50188.00 - 122400.00 USD / Year

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Job Description:

As a vital member of the Digital Customer Experience Management team, this role will help to support Voice of Customer insights and Operational Monitoring for priority areas across Aetna Health. The Senior Analyst utilizes both qualitative and quantitative data to ensure optimal site health and move the needle on satisfaction scores.

Job Responsibility:

Utilize an array of “Voice of Customer” tools, to identify actionable market insights for future customer centric enhancements
Leverage analytics and IT teams along with external stakeholders to prioritize insights
Analyze and act on key metrics, in partnership with Product Managers and IT teams
Develop a product roadmap based off customer insights, cross-department collaboration, and company goals
Partner with analytics and IT teams to create business cases to support product recommendations
Day to day monitoring of “site health” from the VoC (Voice of the Customer) perspective
Quickly pinpoint and triage existing customer pain points

Requirements:

0-1 years experience in identifying/prioritizing Customer Experience (CX) opportunities across the breadth of our CX tools
2+ years’ experience with Excel, Word and PowerPoint
Bachelor’s degree or equivalent experience

Nice to have:

2-3 years’ experience with Voice of Customer, Research, and/or Digital
Proven ability to integrate multiple data points into compelling visuals that help support a data story
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
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
a 401(k) plan (including matching company contributions)
an employee stock purchase plan
No-cost programs for all colleagues including wellness screenings, tobacco cessation and weight management programs, confidential counseling and financial coaching
Benefit solutions including paid time off, flexible work schedules, family leave, dependent care resources, colleague assistance programs, tuition assistance, retiree medical access and many other benefits

Additional Information:

Job Posted:
May 18, 2025

Expiration:
July 05, 2025

Employment Type:

Fulltime

Work Type:

Hybrid work

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Senior Analyst, Digital Customer Experience