Retail Customer Experience (CX) Measurement - Manager

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 Behaviorsâ„¢ 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 member, patient, and 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, collaborative and agile environment. Position Summary The Manager of Retail Customer Experience will have primary responsibility for the day-to-day operations of CVS Health's Retail customer experience reporting, providing actionable insights that deliver business results, and will act as a voice of the customer champion for CVS Health's 9000+ retail stores. You will report to the Lead Director of Customer Experience, Enterprise Insights. The role supports Customer Experience Measurement 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, and 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: Identifying and elevating customer feedback to drive actionable results through analysis of survey data and text analytics. Providing regular updates to key business partners through Tableau dashboards, combining data from various databases and creating clear reports that allow business partners to communicate the customer story Managing ad hoc customer Insights data pulls and support projects; this includes, but is not limited to cross tab creation, results reporting, and presentation building Supporting 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 This is a hybrid role, working 3 days (Tuesday, Wednesday and Thursday) in one of the offices - Woonsocket, RI; Hartford, CT; Wellesley, MA; New York, NY; Chicago, IL. Required Qualifications 5+ 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 Experience managing CX vendors: Medallia / CSpace / Forrester etc. 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. Able to build strong cross-functional relationships with stakeholders Passion for customer insights, data analytics and storytelling with data 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 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: $66,330.00 - $159,120.00 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. For more detailed information on available benefits, please visit Benefits CVS Health (We anticipate the application window for this opening will close on: 09/30/2024 Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state and local laws. We are an equal opportunity and affirmative action employer. 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