Bring your heart to CVS Health. Every one of us at CVS Health shares a single, clear purpose: Bringing our heart to every moment of your health. This purpose guides our commitment to deliver enhanced human-centric health care for a rapidly changing world. Anchored in our brand — with heart at its center — our purpose sends a personal message that how we deliver our services is just as important as what we deliver.
Our Heart At Work Behaviors™ support this purpose. We want everyone who works at CVS Health to feel empowered by the role they play in transforming our culture and accelerating our ability to innovate and deliver solutions to make health care more personal, convenient and affordable.
Position Summary
As the Customer Experience Senior Manager, you will support CVS Caremark in elevating the current member experience, helping empower members along their health care journey. You will collaborate with the Director to define CVS Caremark’s customer experience vision, develop a multi-year strategic plan, and support its implementation and integration throughout the organization. You will partner with cross-departmental teams of assessment, implementation, and reporting specialists to complete the required work.
Your key responsibilities will include:
- Supporting the collection and validation of member data / information to make strategic decisions
- Building a holistic, enterprise member journey approach to support the customer experience strategy
- Implementing and training CX design techniques such as customer journey mapping to identify key member touchpoints, understand the current-state experience, and prioritize opportunities to improve the member experience
- Assisting in the development and implementation of a Customer Experience Enablement Model that is integrated into the overall CVS Caremark strategy
- Defining programs to achieve funding from within Caremark Member Operations budget, and/or define and obtain new funding from Executive Leadership team in order to support CX improvement
- Partnering with Customer Advocacy & Insights to advance our Voice of the Customer program that focuses on the key CX drivers (moments of truth)
- Partnering with Enterprise Analytics to analyze data, build dashboards for baseline measurement and track CX improvement efforts
- Recommending and driving new initiatives or scaling existing initiatives across the business
- Collaborating with business leaders to create CVS Caremark experiences that are unique to the industry, yet distinct to our brand
Your success will be determined by your ability to create a lasting impact on our members and customers in a fast paced and dynamic environment. You will also need to drive the organization towards a digital first experience to enable our members throughout their journey. The contributions that you make will help CVS health to maintain and elevate our position in the PBM Marketplace.
Required Qualifications
Minimum five years consumer marketing experience
Minimum five years customer experience
Minimum five years product management experience or related field
Preferred Qualifications
- Experience in creating a customer-centric mindset (e.g. retail or consumer-focused company)
- Knowledge of, or expertise in customer centered design
- Ability to be an evangelist for customer centricity; cultivating evangelists across the organization
- Collaboration / negotiation skills to support the needs of multiple partners
- Demonstrated experience with continuous quality and process improvement work
- Demonstrated ability in leading/facilitating project teams and interdepartmental work groups
- Demonstrated ability to translate data into insights that support organizational decisions
- Project management experience
- Excellent ability to prioritize
- Managed Healthcare Plan experience
- Bachelor’s Degree
Education
- High school degree or equivalent required
Pay Range
The typical pay range for this role is:
$79,200.00 - $174,200.00
This pay range represents the base hourly rate or base annual full-time salary for all positions in the job grade within which this position falls. The actual base salary offer will depend on a variety of factors including experience, education, geography and other relevant factors. This position is eligible for a CVS Health bonus, commission or short-term incentive program in addition to the base pay range listed above. This position also includes an award target in the company’s equity award program.
In addition to your compensation, enjoy the rewards of an organization that puts our heart into caring for our colleagues and our communities. The Company offers a full range of medical, dental, and vision benefits. Eligible employees may enroll in the Company’s 401(k) retirement savings plan, and an Employee Stock Purchase Plan is also available for eligible employees. The Company provides a fully-paid term life insurance plan to eligible employees, and short-term and long term disability benefits. CVS Health also offers numerous well-being programs, education assistance, free development courses, a CVS store discount, and discount programs with participating partners. As for time off, Company employees enjoy Paid Time Off (“PTO”) or vacation pay, as well as paid holidays throughout the calendar year. Number of paid holidays, sick time and other time off are provided consistent with relevant state law and Company policies.
For more detailed information on available benefits, please visit jobs.CVSHealth.com/benefits
We anticipate the application window for this opening will close on: 06/19/2024