Senior Analyst, Customer Advocacy & Strategy

We're building a world of health around every individual - shaping a more connected, convenient and compassionate health experience. At CVS Health®, you'll be surrounded by passionate colleagues who care deeply, innovate with purpose, hold ourselves accountable and prioritize safety and quality in everything we do. Join us and be part of something bigger - helping to simplify health care one person, one family and one community at a time.

Position Summary

At CVS Health, we are a health care innovation company with a simple and clear purpose:
To simplify health care one person, one family and one community at a time. United around a common goal of becoming the most consumer-centric health company, we're evolving based on changing consumer needs and meeting people where they are, whether that's in the community at one of our nearly 10,000 local touchpoints, in the home, or in the palm of their hand.

With more than 300,000 colleagues across the country, we're already where we're needed most. Whether you're working in one of our stores, offices, clinics, homes or call centers, you're building trust with the people we serve - one person at a time. As health care changes and becomes more complex, this is our chance to come together and transform health care in our country.

As a Senior Analyst within the Enterprise Customer Experience & Insights team, you will support the design and execution of change management and creative development initiatives. This role emphasizes hands-on creation of engaging video content and instructional materials to drive adoption, learning, and engagement across the enterprise.

Key Responsibilities
Change Management & Program Support

• Support the implementation of customer experience change initiatives in partnership with cross-functional teams.
• Assist with stakeholder engagement and communication planning to drive awareness and adoption of change efforts.
• Help execute internal communication plans to promote customer experience strategies.
• Collaborate with product and communications teams to receive finalized technical content and identify key messages for amplification.
• Develop creative strategies to adapt and distribute technical content through presentations, infographics, and interactive assets.
• Coordinate with stakeholders to ensure content is accurate, compliant, and ready for broad distribution.

Instructional Design & Content Development

• Develop and update learning materials, including self-paced modules, facilitator guides, and how-to resources, using adult learning principles.
• Apply instructional design methodologies (e.g., ADDIE, SAM) to create engaging and effective content.
• Conduct basic training needs assessments under guidance from leadership.
• Design engaging learning materials, such as quick guides, visual explainers, and scenario-based demos for new technology tools, platforms, and capabilities.
• Design and produce training resources that help colleagues understand and advocate for new technology capabilities.
• Adapt content for different learning styles and platforms, ensuring accessibility and effectiveness

Video Creation & Creative Development

• Produce, edit, and deliver video content for internal campaigns, training, and storytelling.
• Collaborate with creative and communications teams to ensure video and visual assets align with learning objectives.
• Design visual assets for presentations, FAQs, and internal communications.
• Produce and edit video demonstrations of new technology tools and platforms, showcasing features and benefits for both internal and external audiences.
• Create visual assets and animations that bring technical concepts to life, supporting storytelling and knowledge transfer.
• Ensure all creative outputs meet accessibility, compliance, and brand standards.

Communication & Engagement

• Maintain content updates of the internal Heartbeat pages for the Enterprise Customer Experience & Insights team.
• Support the creation and scheduling of internal awareness campaigns and content calendars.
• Adapt technical articles and white papers into engaging content for newsletters, blogs, social media, and internal platforms.
• Manage content calendars and coordinate the release of tech-focused communications across multiple channels.

Collaboration

• Work closely with Enterprise Customer Experience & Insights, Corporate Communications, Learning & Development, Digital Data and Analytics Team, and Business Unit teams.
• Participate in team meetings and contribute creative ideas to enhance change management initiatives.

Location: Hybrid in NYC, Chicago, Hartford, or Woonsocket (RI) preferred. Will consider 100% remote.

Required Qualifications

• 2+ years of experience in change management, instructional design, video production, or related fields.
• Experience producing video demos and visual assets for technology communications.
• Experience with instructional design frameworks (ADDIE, SAM) and adult learning theory.
• Strong communication and collaboration skills.
• Experience developing digital and instructor-led learning…