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
The Manager of Retail Customer Experience will have primary responsibility for the day-to-day operation of our Retail CX reporting, closed-loop-feedback tool and being a voices of customer champion for stores.
You will report to the Lead Director of Customer Experience, Enterprise Insights.
The role supports the Customer Experience Measurement programs 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, analysis among other duties.
This role is critical to the day-to-day elements of facilitating large-scale tracking CX study programs in Retail specifically:
Being the Voice of our Retail customers: Creating customer story based on analyzing survey results and text analytics
Creating Tableau dashboard by combining data from various databases and creating simple reports for various functional departments to communicate the customer story
Manage ad hoc customer Insights data pulls and support projects; this includes, but is not limited to cross tab creation, results reporting, and presentation building
Support CX Program, including (but not limited to): managing communication and scheduling, account team training and support, data management, and assisting in vendor and stakeholder management
Required Qualifications
3+ years’ experience analyzing customer insights or related
3+ years’ experience creating dashboard using Tableau
3+ years’ experience using Excel data analysis
3+ years’ experience using PowerPoint / report building
3+ years’ experience of intermediate project/program management skills including project planning, resource planning, and scenario planning
2+ years’ experience of intermediate data analysis skills and/or basic knowledge of statistics
Preferred Qualifications
Intermediate verbal and written communication skills including e-mail, communication and leadership in meetings, and PowerPoint presentations. Communications should be well organized, fluent and meet basic brand standards for consistency of presentation, use of color palates, fonts etc.
Follow-up and attention to detail including disciplined follow up to e-mails from stakeholders and key vendor partners
Basic data management skills including basic data governance (field descriptions and types, understanding of source, summary statistics) and basic quality assurance processes. Does not need to be an expert but must be able to communicate with experts.
Experience working on Medallia platforms is preferred
Passion for customer insights, data analytics and storytelling with data
Primary research experience
Basic knowledge about Retail Industry, Pharmacy Retailers and customer insights
Experience with SPSS
Education
Bachelor’s Degree or equivalent (HS Diploma + 4 years of relevant experience) required
Pay Range
The typical pay range for this role is:
$63,300.00 – $136,500.00
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. 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
CVS Health requires certain colleagues to be fully vaccinated against COVID-19 (including any booster shots if required), where allowable under the law, unless they are approved for a reasonable accommodation based on disability, medical condition, religious belief, or other legally recognized reasons that prevents them from being vaccinated.
You are required to have received at least one COVID-19 shot prior to your first day of employment and to provide proof of your vaccination status or apply for a reasonable accommodation within the first 10 days of your employment. Please note that in some states and roles, you may be required to provide proof of full vaccination or an approved reasonable accommodation before you can begin to actively work.
CVS Health is committed to recruiting, hiring, developing, advancing, and retaining individuals with disabilities. As such, we strive to provide equal access to the benefits and privileges of employment, including the provision of a reasonable accommodation to perform essential job functions. CVS Health can provide a request for a reasonable accommodation, including a qualified interpreter, written information in other formats, translation or other services through [email protected] If you have a speech or hearing disability, please call 7-1-1 to utilize Telecommunications Relay Services (TRS). We will make every effort to respond to your request within 48 business hours and do everything we can to work towards a solution.
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