Senior Manager - Digital Customer Experience, CVS Health

CVS Health

Location:
United States, Woonsocket

Category:
IT - Software Development

Contract Type:
Employment contract

Salary:

82940.00 - 199144.00 USD / Year

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Job Description:

The Senior Manager, Digital Customer Experience will be responsible for leading the team to drive continuous Customer Satisfaction Initiatives within the Digital Product portfolio, implementing tools and processes to gather customer insights, and collaborating with other teams to optimize digital products.

Job Responsibility:

Lead the high-performing team responsible for driving Voice of Customer initiatives
Develop robust market insights for future customer centric enhancements by leveraging Voice of Customer tools (Medallia, Quantum Metric, SensorTower, etc.), market research competitive benchmarking and other strategy tools
Determine, implement and optimize tools needs to effectively listen to and gather customer feedback
Influence prioritization of production support fixes and backlog based upon VOC input
Leverage customer insights to work with product managers and refine the product features, positioning and prioritization
Leverage and work together with the Digital Operations, Analytics, Tagging, Production Support, Digital Product Management teams, Call Centers, Product Management teams and other key stakeholders across the Enterprise
Drive continuous process improvements during the product development process to ensure new digital products perform properly from inception, and issues can be detected proactively and immediately
Develop and implement standard operating procedures for monitoring and alerts across the entire Digital product portfolio
Drive a shift to more proactive and early detection of issues versus reactive issues from customers telling us or executive escalations
Development measure framework to baseline and track progress of moving from reactive to proactive

Requirements:

7+ years of experience with Digital Product Ownership/ Management with the Voice of the Customer / Customer Experience Management
7+ years of experience in roles requiring strong verbal and written communication skills with demonstrated experience engaging and influencing senior executives
3+ years of experience with survey analysis tools such as Medallia, Qualtrics, Verint and/or Quantum Metric etc.
2+ years of Performance Management, Leadership or Team Lead experience
3+ years of experience in roles requiring strong ability to drive collaborative discussions and decisions with key stakeholders, and demonstrated ability to work cross-functionally
1+ years of experience synthesizing data from multiple sources including primary and secondary, qualitative and quantitative
1+ years of experience working in roles requiring technical concepts, managing tradeoffs, and evaluating opportunistic new ideas with internal and external partners
Advanced knowledge of Excel and PowerPoint

Nice to have:

Ability to be decisive and come to the table with a point of view
Experience managing multiple projects and work streams independently
Ability to ask the right questions and challenges assumptions to understand the fundamentals of any situation
Strengths in problem solving, issue-resolution, ability to work in a deadline driven work environment, attention to detail
Able to organize information and create frameworks to identify trends and communicate complex information in a simple way
Experience with HTML, Javascript, User Interface frameworks, and integration with backend APIs
Master’s Degree

What we offer:

Affordable medical plan options, a 401(k) plan (including matching company contributions), and 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 that address the different needs and preferences of our colleagues including paid time off, flexible work schedules, family leave, dependent care resources, colleague assistance programs, tuition assistance, retiree medical access and many other benefits depending on eligibility

Additional Information:

Job Posted:
May 29, 2025

Expiration:
June 16, 2025

Employment Type:

Fulltime

Work Type:

Hybrid work

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Senior Manager - Digital Customer Experience