Advocacy and Strategy - Senior Manager

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 Sr. Manager of CX Advocacy and Strategy 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. This role will work across all BUs to define a strategy for enterprise customer experience, help the organization drive action on customer feedback and build advocates in all parts of our organization. This role will have the following core responsibilities: Develop CX champions across the organization. Including providing support to the weekly championship meetings whose attendees include the Chief Customer Officer, and SVPs/VPs from across the organization - by generating content, insights, action-based recommendations for leaders across the enterprise. Provide assistance for rolling each of our lines of business onto single CX technology platform. Including evaluating current measurement to identify strengths and weaknesses and filling any gaps in our listening posts for customers. Support our strategy teams across the business to ensure that we have a process to learn and act on customer feedback (this includes plugging into existing forums, and potentially creating new forums to drive accountability and improvements. Develop and execute a strategy to ensure that CX best practices like closing the loop, reviewing/acting on survey feedback, and operationalizing solutions are adopted by the entire organization. Create and execute a communication strategy to share wins, success stories, and continue to evangelize customer experience across the enterprise. The role will begin as an individual contributor but has opportunity to become a manager as the team continues to grow. 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 mentor, and be mentored by, other CX team members. Want to meet us in person? If you are based in New York City, we are hosting an in-office event for high-potential candidates to learn about roles like this one and meet Marketing senior leaders. If you'd like to express your interest for this event, please let us know here: RangeThe typical pay range for this role is:Minimum: 75,400Maximum: 158,300Please keep in mind that this range represents the pay range for all positions in the job grade within which this position falls. The actual salary offer will take into account a wide range of factors, including location.Required Qualifications- 8+ years of experience working with customer feedback, synthesizing it for implications, and using the resulting insight to drive change / influence the customer experience- Experience managing teams, with a track record of nurturing team members and a low attrition rate. Must have experience managing 3+ people at once- Experience managing vendor relationships and adapting to new platforms. - Experience with emerging insights technologies such as machine learning, social listening, text analytics- Proven success articulating a vision for change and making it a reality, ideally within a large organization- Strong PowerPoint and document management skills are a plus-the ability to review a presentation and spot inconsistencies in data, story, formatting are essential. Careful, thorough work is table stakesCOVID 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 Qualifications- Proven ability to influence senior leadership and build relationships across large and complex organizations. Candidate must be comfortable advocating and influencing for change without necessarily having direct power over the team that would execute the change. - Ability to champion projects and share a compelling vision, leveraging excellent oral and written presentation skills and effective stakeholder management, including senior executivesEducationBachelor's degree or equivalent (HS Diploma and 4 years of experience) Required.Business 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: 2024-10-19