Retail Customer Experience Managers

Overview

Jobs for Humanity is collaborating with Upwardly Global and with CVS Health to build an inclusive and just employment ecosystem. We support individuals coming from all walks of life. Company Name: CVS Health

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 Behaviors™ 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.

The Senior Manager of Retail Customer Experience will have primary responsibility for the day-to-day operation of CVS Health's Retail customer experience reporting, providing actionable insights that deliver business results, and 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, analysis among other duties.

• Facilitate day-to-day operation of CVS Health's Retail customer experience reporting; provide actionable insights and drive results.
• Elevate customer feedback to drive actionable results through analysis of survey data and text analytics.
• Provide regular updates to key business partners through Tableau dashboards; combine data from various databases and create clear reports.
• Manage ad hoc customer insights data pulls and support projects (cross tab creation, results reporting, and presentation building).
• Support CX Program, including communication management, scheduling, training and support, data management, and vendor/stakeholder management.

• 7+ years' experience analyzing customer insights or related
• 5+ years' experience creating dashboards using Tableau
• 5+ years' experience using Excel data analysis
• 5+ years' experience using PowerPoint / report building
• 5+ years' experience in intermediate project/program management (planning, resource planning, scenario planning)
• 3+ years' experience of intermediate data analysis skills and/or basic knowledge of statistics

• Experience managing CX vendors:
  Medallia / CSpace / Forrester etc
• Intermediate verbal and written communication skills including e-mail, meetings, and PowerPoint presentations; brand standards awareness
• Ability to build strong cross-functional relationships with stakeholders
• Passion for customer insights, data analytics, and storytelling with data
• Attention to detail and disciplined follow-up with stakeholders and vendor partners
• Basic data management and governance; familiarity with Medallia platforms preferred

Bachelor's Degree or equivalent (HS Diploma + 4 years of relevant experience) required

The typical pay range for this role is: $82,940.00 - $

The pay range represents base pay for positions in the job grade. The actual offer depends on experience, education, geography and other factors. This position is eligible for CVS Health bonus, commission or…