Retail Customer Experience Managers

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.

This role is critical to the day‑to‑day elements of facilitating large‑scale tracking CX study programs in Retail specifically:
Identifying and elevating customer feedback to drive actionable results through analysis of survey data and text analytics.

Providing regular updates to key business partners through Tableau dashboards, combining data from various databases and creating clear reports that allow business partners to communicate the customer story.

Manage ad‑hoc customer Insights data pulls and support projects; this includes, but is not limited to cross tab creation, results reporting, and presentation building.

Support CX Program, including (but not limited to): managing communication and scheduling, account team training and support, data management, and assisting in vendor and stakeholder management.

• 7+ years' experience analyzing customer insights or related
• 5+ years' experience creating dashboard using Tableau
• 5+ years' experience using Excel data analysis
• 5+ years' experience using PowerPoint / report building
• 5+ years' experience of intermediate project/program management skills including project planning, resource planning, and 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, communication and leadership in meetings, and PowerPoint presentations. Communications should be well organized, fluent and meet basic brand standards for consistency of presentation, use of color palettes, fonts etc.
• Able to build strong cross‑functional relationships with stakeholders
• Passion for customer insights, data analytics and storytelling with data
• Follow‑up and attention to detail including disciplined follow up to e‑mails from stakeholders and key vendor partners
• Basic data management skills including basic data governance (field descriptions and types,…