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Job Title :
Voice of Customer - Digital Customer Experience Manager
Job ID :
Location :
RI - Cumberland
Street Address :
1700 Highland Corporate Drive
Category :
Description :
Job Description
CVS Health is embarking on a bold digital agenda aimed at transforming health care and pharmacy leveraging new/emerging information digital technologies and channels. We see digital technologies as a key tool to helping people on their path to better health and empowering the consumer to navigate the world of pharmacy care and manage their chronic conditions. The company is committed to a transformational digital investment profile to create unmatched consumer experiences, both online and in our stores. Digital technology will enable us to augment the pharmacist interaction to ensure that consumers benefit from our medication expertise and have the best chance of living a healthier life. In support of our strategic agenda, we are looking for experience voice of the customer professionals to complement our existing team. This is a great opportunity for anyone excited to be on the ground floor of some serious digital customer experience innovation aimed at driving business growth and also changing the face of health care in this country.

As the Voice of the Customer / Digital Customer Experience Manager you will have the opportunity and primary responsibility of monitoring and providing actionable voice of the customer insights to our product team along with monitoring key operational metrics in order to optimize the Digital Customer Experience across digital channels.

As a vital member of the Customer Experience Management team (CEM), this individual will help to support Voice of Customer insights and Operational Monitoring for priority areas across the enterprise, including the Pharmacy Benefits management (PBM), Specialty, MinuteClinic, and Integrated Pharmacy business units. This individual will utilize both qualitative and quantitative data to ensure optimal site health and move the needle on satisfaction scores. Qualitative data will include current Voice of Customer tools to gain actionable insights, while closely collaborating with product managers, analytics, and IT teams to take these insights to market. Quantitative data and analysis will include funnel flow analytics and key metric dashboards. This person will be responsible for staying abreast of the fast moving industry to identify the latest market developments, synthesize competitive research insights, and inform a product road-map that drives customer satisfaction and improved conversion. This individual must be an avid researcher, intellectually curious, and be able to prioritize and organize vast amounts of information.

Specific responsibilities will include:

Voice of Customer - 40%
Proactive Insights
  • Utilizing an array of “Voice of Customer” tools, the Customer Experience Management Advisor will identify actionable market insights for future customer focused enhancements.
  • These tools may include customer surveys, direct customer feedback, market research, call shadowing, competitive bench marking, and other tools.
  • Leveraging our analytics and IT teams along with external stakeholders to prioritize these insights will be key.
  • Reactive Insights
  • Day to day monitoring of Pharmacy Benefits Management (PBM) “site health” from the Voice of the customer (VoC) perspective.
  • Quickly pinpoint and triage existing customer pain points.
  • Leverage our analytics and IT teams to prioritize production issues and trends.

Production Monitoring - 40%
Proactive Monitoring

  • Create dashboards and alerts to key stakeholders proactively identifying issues or degrading functionality.
  • Analyze and take action on key metrics, in partnership with Product Managers and IT teams.
  • Reactive Monitoring.
  • When issues arise, ensure proper monitoring and tracking to prove the issue was resolved.
  • Work with the analytics teams to close any critical gaps in data.
  • Day to day review of key site health metrics.

Strategy - 10%
  • Develop a product road-map based off of customer insights, cross-department collaboration, and company goals.
  • Working with the analytics and IT teams, this individual will create business cases to support product recommendations.
  • Identify/prioritize optimization testing opportunities across the breadth of our digital tools.

Support - 10%
  • The Customer Experience Management Advisor will act as a digital subject matter expert.
  • They will need to develop a full understanding of our existing features and the value they drive for our customers.
  • They will evangelize the digital story across the enterprise, while simultaneously managing small projects in support of the Product Management team.

Required Qualifications
  • Bachelor’s degree and a minimum of 3+ years of experience with Voice of Customer, Pharmacy, Research, and/or Digital corporate experience.
  • A minimum of 2+ years of experience with Operational monitoring of Digital products OR experience within the Healthcare environment preferred.
  • 2+ years of experience partnering with multiple groups (IT, Product, analytics, Marketing) to define and execute on an optimized customer experience.
  • 2+ years of experience using quantitative skills with the ability to link product design and features to strategic objectives while using hard data and metrics to substantiate assumptions and recommendations.

Preferred Qualifications
  • Pharmacist.
  • Previous experience in/with Healthcare patient contact.
  • Experience successfully managing new business development in a dynamic environment.
  • An entrepreneurial, out-of-the-box thinker who is intellectually curious with a strong work ethic.
  • Ability to multitask, adapt to changing priorities, be decisive under ambiguity, and meet tight deadlines.
  • Passion for technology and good understanding of current technology landscape and issues.
  • MS Excel (Pivot tables etc.).
  • Demonstrated strength in using large amount of structured and unstructured data.
  • Strengths in structured and logical thinking, problem solving, issue resolution, and attention to detail.
  • Proven ability to collaborate broadly with flexible, positive attitude and ability to get results.

  • Bachelor's Degree (Required).
  • Masters or Advanced Degree (Preferred).

Business Overview
CVS Health, through our unmatched breadth of service offerings, is transforming the delivery of health care services in the U.S. We are an innovative, fast-growing company guided by values that focus on teamwork, integrity and respect for our colleagues and customers. What are we looking for in our colleagues? We seek fresh ideas, new perspectives, a diversity of experiences, and a dedication to service that will help us better meet the needs of the many people and businesses that rely on us each day. As the nation’s largest pharmacy health care provider, we offer a wide range of exciting and fulfilling career opportunities across our three business units – MinuteClinic, pharmacy benefit management (PBM) and retail pharmacy. Our energetic and service-oriented colleagues work hard every day to make a positive difference in the lives of our customers.

CVS Health is an equal opportunity employer. We do not discriminate in hiring or employment against any individual on the basis of race, ethnicity, ancestry, color, religion, sex/gender (including pregnancy), national origin, sexual orientation, gender identity or expression, physical or mental disability, medical condition, age, veteran status, military status, marital status, genetic information, citizenship status, unemployment status, political affiliation, or on any other basis or characteristic prohibited by applicable federal, state or local law. CVS Health will consider qualified job candidates with criminal histories in a manner consistent with federal, state and local laws. CVS Health will not discharge or in any other manner discriminate against any Colleague or applicant for employment because such Colleague or applicant has inquired about, discussed, or disclosed the compensation of the Colleague or applicant or another Colleague or applicant. Furthermore, we comply with the laws and regulations set forth in the following EEO is the Law Poster: EEO IS THE LAW and EEO IS THE LAW SUPPLEMENT

Federal law requires employers to provide reasonable accommodation to qualified individuals with disabilities. If you require assistance to apply for this job, please contact us by clicking EEO AA CVS Health

CVS Health does not require nor expect that applicants disclose their compensation history during the application, interview, and hiring process.

For inquiries related to the application process or technical issues please contact the Kenexa Helpdesk at 1-855-338-5609. For technical issues with the Virtual Job Tryout assessment, contact the Shaker Help Desk at 1-877-987-5352. Please note that we only accept resumes via our corporate website:

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CVS Health core values of Innovation, Collaboration, Caring, Integrity, and Accountability not only support our purpose of helping people on their path to better health for our customers and patients, but they also apply to how we support our more than 250,000 colleagues. You will find our culture at CVS Health, and our leaders encourage personal and professional growth.

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