Customer Experience Measurement - Director

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.

Our Customer Success and Growth Organization is at the heart of our customer experiences as we have a unique focus on defining meaningful moments for those we serve.

Our north star is creating heartfelt, personalized moments by listening to feedback to remove existing obstacles and simplify enterprise experiences.

You are joining a team that cares for the well-being of our colleagues by working together in a supportive, collaborate and agile environment.

Position Summary

CVS Health is on a journey to become the most consumer-centric health company by creating best in class experiences for customers, members, clients, and colleagues.

The Enterprise Customer Experience Team is responsible for measuring and driving action on consumer feedback and establishing a consumer-centric culture at CVS Health.

This work is powered by innovative data-driven approaches that generate actionable insights to both solve customer pain points, and surprise and delight our consumers.

The Director of Customer Experience (CX) Measurement Caremark / Specialty / Client reports to the Executive Director of Customer Experience (CX) Measurement and plays a critical role in helping CVS Health to achieve this goal.

This leadership role is focused on proactively finding, synthesizing and delivering actionable insights to key stakeholders across all our businesses (with a significant opportunity to drive enterprise-wide insights), through the ownership of our CX measurement and analytic programs.

This role has management responsibility over high performing teams that deliver significant value to the organization.

You'll make an impact by :

• Ensuring consistent and reliable measurement of customer experience for Caremark, Specialty and Client with responsibility for providing accurate key customer experience metrics to business partners and the CVS Health enterprise.
• Managing the CX measurement programs for Caremark, Specialty and Client (feedback from consumer surveys, social media, call transcripts, digital sessions, and other operational data)
• Ownership of our customer experience platform (Medallia) for the above businesses including leadership of the team leading survey design, insights creation, dashboard design and data management.
• Conceiving and executing enhancements to the existing customer experience roadmap including applicable technology, analytic methods, and data sources needed to provide a 360-degree view of the customer experience.
• Building relationships and effectively influence senior leadership within partner organizations to ensure that we are systemically acting on consumer feedback.

This includes BU leadership, IT, Analytics, and other parts of the organization.

Leading and developing team of customer insights professionals.

This role will be a key member of our Customer Experience team, functioning as part of a community of Customer Experience professionals who not only help each other, but are also passionate about the future of healthcare and the voice of the customer.

This is a hybrid position and will require the individual to come into one of the offices 3 days a week (Tuesday, Wednesday and Thursday).

Open to these locations :

• Woonsocket, RI
• New York, NY
• Hartford, CT
• Wellesley, MA or Boston, MA
• Chicago, IL

Required Qualifications

• 7+ years of experience in measuring and analyzing customer feedback, generating insights and implications, and using the resulting insight to drive change / influence the customer experience.
• 5+ years of experience with Medallia, Qualtrics, Sprinklr and other customer experience measurement platforms.
• 7+ years of Microsoft Office Suite, especially PowerPoint and Excel, and document management skills.
• 3+ years of prior experience managing individual contributors.

Preferred Qualifications

• Ability to analyze structured and unstructured data using multiple tools and. Proven ability to perform and interpret statistical analysis to tell data driven stories that can lead to actionable insights.
• Proven ability to build relationships across large and complex organizations and to communicate effectively and influence senior leadership.
• Experience in the Healthcare Insurance Industry
• Programming experience (R, Python, SAS, SPSS, etc.) and familiarity handling large datasets is a plus but is not required.
• Experience managing vendors relationships and implementing new platforms.
• Demonstrated ability to thrive in highly complex environments.

Education

Bachelor’s Degree or equivalent (HS Diploma and 4 years of experience) required

Masters preferred

Pay Range

The typical pay range for this role is :

$100,000.00 - $231,500.00

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.

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.