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Director-Digital Engagement and Customer Experience

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Job ID: 656429BR
Business Area: CVS Health
Primary Location: RI ‒ Cumberland
Job Type: Full Time
Job Category: Digital, Management
Clinical Licensure Required: N/A
Location Code OF393
Position Summary:
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 great people to complement the strong team we've got already. This is a great opportunity for anyone excited to be on the ground floor of some serious digital innovation aimed at driving business growth and also changing the face of health care in this country. This role will have the primary responsibility of developing the vision, goals, strategies, and tactics to drive step-change adoption of and engagement with new digital tools to deliver long-term value for the retail front store and pharmacy businesses.

Specific responsibilities include:

Lead a team to drive engagement and the omnichannel customer experience strategy
Influence and partner with stakeholders to drive digital and total enterprise value for CVS:
  • Lead cross-functional teams to drive digital engagement and improve the customer experience
  • Develop and implement multi-channel engagement campaigns
  • Understand enterprise sources of value and operating model to quickly assess complex business challenges and build solution consensus across multi-partner teams
  • Leverage strong interpersonal skills to effectively communicate rationale and needed courses of action to engage diverse audiences and influence senior executives
Drive digital engagement by deeply understanding traffic behavior to and on CVS site experience:
  • Partner with marketing to create and deliver traffic plans to digital experiences, email collection and app adoption at CVS
  • Set the strategy and execution of the onsite digital engagement plan including promotional asset deployment across the site
  • Develop key performance indicators and reporting to measure traffic to all digital platforms, health of active digital customer base and productivity of digital channels in close partnership with Digital Analytics and Marketing teams
  • Be the subject matter expert on how customer moves to and through our site and optimize customer behavior to drive key CSAT KPI’s
  • Implement new digital communication platforms to drive customer engagement and deliver long-term value to the Retail front store, such as trigger and transactional-based communications through desktop& mobile channels
  • Develop and implement integrated customer engagement strategies to effectively leverage digital channels and assets to drive step-change customer adoption and engagement among the retail front store digital tools and capabilities
Define and own a set of customer engagement and experience metrics that around CSAT and engagement to drive omnichannel shopping behavior at CVS:
  • Define core customer journeys and outline strategic roadmap and optimization plans to deliver end-to-end customer satisfaction
  • Partner with product and analytics teams to synthesize complex web data, product performance and voice of customer data to form actionable insights to accelerate growth
  • Drive aggressive testing agenda to optimize digital channel performance, leveraging iterative testing and data analysis
  • Understand how the digital marketplace for core journeys is evolving and translate into opportunities for CVS
  • Manage and optimize the online content strategy to drive awareness, consideration, trial and loyalty among key customer segments, partnering closely with Category Merchants and Vendors

Required Qualifications:
10+ years of experience in Digital Marketing, Product Marketing, Product Management or related positions with increasing responsibility.

Preferred Qualifications:
Experience in at a leading technology company or strategy consulting firm a plus
Track record effectively managing and improving productivity of digital channels, including mobile, SMS, display retargeting

Bachelor’s degree, preferably in business, marketing or similar fields
Master’s degree in business, finance, marketing or related field a plus

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 AA EEO CVS Health

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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