Enterprise Customer Experience Data Analyst - Work ...
CVS Pharmacy - Woonsocket, RI
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Job DescriptionCVS Health is on a journey to becoming the most consumer-centric health company and creating winning experiences for customers, members, clients and colleagues. The Enterprise Customer Experience (CX) Data Analyst will play a critical role in helping CVS Health to achieve this goal. As we look to deliver enhanced value and improved health outcomes for consumers, this role will be pivotal to igniting a customer centric culture. The Enterprise Customer Experience (CX) Data Analyst will focus primarily on proactively finding, synthesizing and delivering actionable insights to key stakeholders. This role will have the following core responsibilities: Work with our customer experience data to proactively identify insights that will drive action for our organization. This includes not only identifying pain points for customers, but also potential solutions to those issues Continue to enhance and develop CX tools such as text analytics and integration of operational data to continue to enrich our dashboards and reporting to be more actionable. Monitor trends with our CX data (including operational data from our customers) and report to senior leadership on our progress against goals, and identify any potential challenges/issues. Work with internal stakeholders to design experiments, pilots, or to measure the success of initiatives that have been implanted by our partners. Work closely with the Customer Experience Measurement team to develop analyses, support ongoing analysis/reporting, and assist in survey design/management. Lastly, this role will be a key member of our Customer Experience team, functioning as part of a community of research professionals who not only help each other, but are also passionate about the future of healthcare and the voice of the customer. You will have opportunities to be mentored by other CX team members. PRIMARY DUTIES AND RESPONSIBILITIES: List the top four or five primary responsibilities of the position in the space provided below, indicating the most important functions first and the approximate percentage of time spent on each.Responsibilities % Time1. Work with our CX data and platform (BI tool) to proactively identify insights that will drive action for our organization. This includes not only identifying pain points for customers, but also potential solutions to those issues 30%2. Monitor trends with our CX data (align with other relevant data) and report to senior leadership on progress and any potential issues with our feedback measurement 30%3. Work with internal stakeholders to design experiments, pilots, or to measure the success of initiatives that have been implanted by our retail partners. 20%4. Work closely with the Customer Experience Measurement team to develop analyses, support ongoing analysis/reporting, and assisting in survey design/management. 20%Required Qualifications1. 2+ years of experience working with and synthesizing data for implications to drive change/influence the customer experience2. 2+ years of experience interpreting statistical analysis to tell data driven stories 3. 2+ years of experience working with structured data along with emerging insights technologies such as machine learning, social listening, text analytics4. 2+ years of experience with business intelligence tools, i.e. Tableau, Microsoft PowerBI5. 2+ years of programming experience using SQL or equivalent and handling large datasets6. 2+ years of experience with the MS Office Suite7. 2+ years of project management experience8. This role is a full-time, permanent position based in one of our offices or remote. We have offices in Woonsocket, RI; New York, NY; Hartford, CT; etc.COVID RequirementsCOVID-19 Vaccination RequirementCVS 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.Preferred Qualifications1. Strong PowerPoint and document management skills are a plus-the ability to review a presentation and spot inconsistencies in data, story, formatting are essential. 2. Programming experience (R, Python, SAS, SPSS, etc.) and familiarity handling large datasets is a plus, but is not required.3. Familiarity of unstructured dataEducationBachelors or equivalent experience requiredMasters -PreferredBusiness OverviewBring your heart to CVS HealthEvery 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.
Created: 2024-09-07