Job DescriptionThe Senior Manager of Customer Insights is a member of the Customer Insights that will provide consultation and decision support to diverse teams across the Enterprise. Specifically, this position will inform the design, test, and optimization of new products, services and solutions focused primarily on Retail (both Pharmacy and Front Store) and Healthcare Services, by serving as the voice of the customer, delivering strategic insights to the organization.
Additionally, this position supports the Enterprise Marketing Department, and will run creative testing for advertising from concepts to finished advertisements for TV, Digital Media, and more. This high visibility individual contributor will be an integral part of the project team, leading all primary and secondary research efforts. This role provides key insights that directly impact and shape new concepts, as well as providing ongoing feedback to aid in refining the solutions.
This position requires a versatile research background, with experience leveraging both qualitative and quantitative research techniques. Candidates should be well versed in methodologies including, but not limited to:
– Qualitative research, including traditional focus groups, ethnographies, etc., as well as online techniques (e.g., online communities, bulletin boards, etc.)
–Quantitative research, including tracking studies, creative testing, and the use of advanced analytical techniques (e.g., Max Diff, trade-off/conjoint, price elasticity, segmentation)
–Customer Satisfaction measurement
–In-store customer intercepts
-Secondary research/Competitive analysis
–Client management and engagement with stakeholders and decision makers within the organization to effectively partner on key initiatives.
–Identify key information needs and gaps and develop a research agenda in support of new capability development tracks.
–Forecast and manage research budgets.
–Simultaneously lead and manage multiple primary and secondary research projects with multiple stakeholders, and within budget and timelines.
–Clearly identify key insights and translate into actionable recommendations. Required Qualifications–“Think customer first” behavior – strong passion for improving patients’ lives. –Minimum of 10 years of progressively responsible experience in market research. –Experience with diverse primary market research techniques. –Experience managing external market research suppliers. –Experience supporting the development and implementation of new services and customer solutions - from design through rollout. –Excellent verbal and written communication skills.–Synthesize and create structured stories and deliver impactful presentations. –Ability to transform data into actionable recommendations. –Experience working in a cross functional matrix organization. –Ability to develop relationships and influence colleagues at all level of management. – Work independently with minimal supervision. – Proficient in Powerpoint and Excel. Preferred QualificationsExperience in retail, healthcare, CPG and/or in a corporate/consulting capacity/Research agency or adjacent industry is preferred.
EducationBA/BS degree required; Masters/MBA preferred. (e.g., a masters in marketing science, market research etc.)
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
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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: https://jobs.cvshealth.com/