Lead Customer Experience Transformation

Job DescriptionPosition Summary:CVS Health has an exciting opportunity to join our PBM Finance Enablement team as a Customer Experience Transformation Lead. This newly formed role sits within the Process Improvement team and will be responsible for ensuring the PBM Finance organization designs solutions with the customer in mind. You will act as primary liaison for any initiative which has direct impact to our customers including process improvement, project management, data & analytics, and audit. We are seeking a candidate with sales / customer interaction experience who is versed in process improvement methodologies such as Lean Six Sigma and always has the customer top of mind. As the Customer Experience Transformation Lead, you will: Identify & document unique customer needs by segment (e.g., Coalition, Third Party Administrators, Medicare, Medicaid, etc.), and work to ensure the business' operating model is robust enough to cater to these different segments Facilitate customer service issues through to resolution, ensuring proper documentation and tracking throughout Conduct thorough RCA (Root Cause Analysis) to identify common themes and opportunities to deploy systemic improvements to our product / service offerings Work with PBM Finance leadership team to prioritize opportunity lists, ensuring the most impactful items are addressed by the appropriate teams Develop project charters with leadership to support program-level initiatives; edit and gain approvals on updates to charters Plan, design, and deploy method for gathering voice of customer (VOC) data; leverage this data to identify actionable insights for review and prioritization with PBM leadership team. Develop strong relationships with internal teams who work directly with customers both inside and outside the PBM Finance organization Act as point person to facilitate resolution of customer issues, engaging the right teams / individuals to get to a resolution, tracking and communicating issue status, and ensuring durable solutions are put into place to prevent issues from re-occurring Establish yourself as a trusted partner for our Account Team and other teams who interact with customers Evolve our metrics and reporting to ensure we are tracking the right things to ensure we constantly delighting our customers Develop presentations tailored to project teams, stakeholders, and senior leadership, helping to provide status updates and "tell the story"Pay 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 work experience in internal operations or customer facing services 5+ years of experience in leading process improvement and/or strategic initiatives 5+ years in a sales, marketing, or similar role with significant customer interactionPreferred QualificationsLean Six Sigma Green Belt or higher certification Experience in highly regulated industry and compliance environmentExperience working in a matrix environmentAdvanced Statistics / Data Analysis experiencePMP certificationMaster's degree preferredEducationBachelor's degree or equivalent work experienceBusiness 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: 2024-11-02