At CVS Health, we’re building a world of health around every consumer and surrounding ourselves with dedicated colleagues who are passionate about transforming health care.

As the nation’s leading health solutions company, we reach millions of Americans through our local presence, digital channels and more than 300,000 purpose-driven colleagues – caring for people where, when and how they choose in a way that is uniquely more connected, more convenient and more compassionate. And we do it all with heart, each and every day.

Position Summary

The Senior Manager, Digital Customer Experience will be responsible for leading the team to drive continuous Customer Satisfaction Initiatives within the Digital Product portfolio. This person will drive the Voice of the Customer initiatives by implementing, using and optimizing various tools (Medallia, surveys, Quantum Metric, SensorTower) and processes to listen to and gather insights from customers. This person will also implement and optimize various tools, processes and standard operating procedures by working closely with members of the entire Digital organization and IT. The Senior Manager must be an avid researcher, be intellectually curious, and be able to prioritize and organize vast amounts of information.

Primary Job Duties & Responsibilities:

• 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.

Required Qualifications

• 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 collaborating broadly by partnering with multiple groups (IT, Marketing, Product Management, Operations) with a flexible, positive attitude and ability to get results

• 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

Preferred Qualifications

• 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

Education

Bachelor’s degree or, equivalent experience (HS diploma + 4 years relevant experience)

Business Overview

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. We strive to promote and sustain a culture of diversity, inclusion and belonging every day. CVS Health is an affirmative action employer, and is an equal opportunity employer, as are the physician-owned businesses for which CVS Health provides management services. We do not discriminate in recruiting, hiring, promotion, or any other personnel action based on race, ethnicity, color, national origin, sex/gender, sexual orientation, gender identity or expression, religion, age, disability, protected veteran status, or any other characteristic protected by applicable federal, state, or local law. We proudly support and encourage people with military experience (active, veterans, reservists and National Guard) as well as military spouses to apply for CVS Health job opportunities.

Pay Range

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. This position also includes an award target in the company’s equity award program.

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.

Great benefits for great people

We take pride in our comprehensive and competitive mix of pay and benefits – investing in the physical, emotional and financial wellness of our colleagues and their families to help them be the healthiest they can be. In addition to our competitive wages, our great benefits include:

• 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.

For more information, visit https://jobs.cvshealth.com/us/en/benefits

Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state and local laws.