Manager, Customer Experience - Healthcare Delivery

We’re building a world of health around every individual — shaping a more connected, convenient and compassionate health experience. At CVS Health®, you’ll be surrounded by passionate colleagues who care deeply, innovate with purpose, hold ourselves accountable and prioritize safety and quality in everything we do. Join us and be part of something bigger – helping to simplify health care one person, one family and one community at a time.

Our Enterprise Customer Experience and Insights organization is at the heart of our member, patient, and customer experiences as we have a unique focus on defining meaningful moments for those we serve. We help CVS Health deliver on its ambition to be the most trusted healthcare company by enabling differentiated customer experiences. We partner across the enterprise to drive measurable impact by amplifying customer voices, data, and insights. We listen, learn, innovate, and proactively intervene on behalf of customers, members, and patients, empowering colleagues and other stakeholders (brokers, providers, clients) to join us on the journey.  

The Manager of Healthcare Delivery Customer Experience will be responsible for the day-to-day operations of the customer experience program for CVS’ Healthcare Delivery lines of business, including work across MinuteClinic, Oak Street Health, and Signify. Responsibilities include reporting, providing actionable insights that deliver business results, and acting as a voice of the customer champion to advocate for our patients.  

You will report to the Lead Director of Customer Experience, Enterprise Insights.  

The role supports Customer Experience Measurement with the regular project management elements of these programs. This includes communication management, questionnaire design support and programming, stakeholder and vendor management, account team training and support, survey vendor/platform management, and analysis, among other duties.   

This role is critical to the day-to-day elements of facilitating large-scale CX programs in CVS Healthcare Delivery, specifically:  

• Collect and elevate quantitative and qualitative customer feedback survey data. Plan, prioritize, and support rigorous analyses of customer feedback, journeys, and pain points to uncover valuable insights. 

• Provide regular updates to key business partners using dashboards and presentations to share the customer story with broad audiences. Monitor trends, interpret feedback, and translate analysis and insights into compelling narratives used to collaborate with business partners to develop action plans.  

• Design systems to promote feedback among Clinical and frontline colleagues to influence the design and development of the patient experience. 

• Manage ad hoc customer insights data pulls and support projects, including cross-tab creation, results reporting, and presentation building. 

• Support ongoing program management, including communications, scheduling, end-user training, data management, and assisting with vendor and stakeholder management. Assist in ongoing management of feedback collection technology and prioritizing necessary work.  

• Collaborate and coordinate cross-functionally to maintain a program used to identify high-risk feedback requiring follow-up from a resolutions team, including reports of service issues and complaints. 

• 5+ years of experience analyzing customer insights, or related  

• 3+ years of experience creating reports and dashboards, performing statistical analyses, using Tableau, Excel, or similar software  

• 3+ years of experience using PowerPoint or similar to create presentations 

• 3+ years of experience of intermediate project/program management skills, including project planning, resource planning, and scenario planning  

• 3+ years of experience manipulating and querying data, performing statistical analyses and/or basic knowledge of statistics  

• Experience managing CX vendors: Medallia / Qualtrics / CSpace / Forrester, etc.  

• Medallia experience is highly preferred 

• Self-motivated and eager to take ownership of projects 

• Clear verbal and written communication skills including email and PowerPoint presentations, and comfortable sharing in leadership meetings. Communications should be well organized, fluent, and meet basic brand standards for consistency of presentation, use of color palettes, fonts, etc.  

• Able to build strong cross-functional relationships with stakeholders.  

• Passion for customer insights, data analytics, and storytelling with data. Experience sharing insights broadly across an organization to large teams and corporate leadership, to inspire innovation and persuade improvement. 

• Demonstrated attention to detail 

• Proven innovative problem-solving abilities and decision-making skills; ability to anticipate and action opportunities  

• Primary research experience; experience leveraging data & analytics, solving problems by collecting, organizing, analyzing, and interpreting data to generate insights 

• An interest in continued learning and developing skillset  

• Basic knowledge about Healthcare Industry and customer insights   

• Experience with SPSS  

• Bachelor's Degree in Statistics, Business, Social Sciences, or equivalent (HS Diploma + 4 years of relevant experience) required 

• Master’s Degree in a relevant field preferred. 

The typical pay range for this role is:

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. 
 

Our people fuel our future. Our teams reflect the customers, patients, members and communities we serve and we are committed to fostering a workplace where every colleague feels valued and that they belong.