Senior Analyst - Customer Experience - Healthcare Delivery

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.

Our Enterprise Customer Experience and Insights 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. We help CVS Health deliver on its ambition to be the most trusted healthcare company by enabling differentiated customer experiences. We partner across the enterprise to drive measurable impact by amplifying customer voices, data, and insights.

We listen, learn, innovate, and proactively intervene on behalf of customers, members, and patients, empowering colleagues and other stakeholders (brokers, providers, clients) to join us on the journey.

The Sr. Analyst of Healthcare Delivery Customer Experience will assist with the day-to-day operations of the customer experience program for CVS’ Healthcare Delivery lines of business, including work across Minute Clinic, Oak Street Health, and Signify. Responsibilities include reporting, providing actionable insights that deliver business results, and acting as a voice of the customer champion to advocate for our patients.

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, and analysis, among other duties.

• Assist with collecting and elevating quantitative and qualitative customer feedback survey data. Support rigorous analyses of customer feedback, journeys, and pain points to uncover valuable insights.

• Support regular updates to key business partners by preparing dashboards and presentations to share the customer story with broad audiences. Monitor trends, interpret feedback, and translate analysis and insights into compelling narratives used to collaborate with business partners to develop action plans.

• Promote feedback among Clinical and frontline colleagues to influence the design and development of the patient experience.

• Manage ad hoc customer insights data pulls and support projects, including cross-tab creation, results reporting, and presentation building.

• Provide program support, including managing communications, scheduling, end-user training, data management, and assisting with vendor and stakeholder management. Assist in ongoing management of feedback collection technology.

• Maintain a program used to identify high-risk feedback requiring follow-up from a resolutions team, including reports of service issues and complaints.

This is a Remote or Hybrid role, working 3 days (Tuesday, Wednesday, and Thursday) in one of the offices - Woonsocket, RI;
Hartford, CT;
Wellesley, MA;
New York, NY;
Chicago, IL.

• 2+ years’ experience analyzing customer insights or related

• 2+ years’ experience creating reports and dashboards, performing statistical analyses, using Tableau, Excel, or similar software

• 2+ years’ experience using PowerPoint or similar to create presentations

• 2+ years’ experience of intermediate project/program management skills, including project planning, resource planning, and scenario planning

• 2+ years’ experience manipulating and querying data, performing statistical analyses and/or basic knowledge of statistics

• Experience with CX vendors:
  Medallia / Qualtrics / CSpace / Forrester, etc.

• Medallia experience is highly preferred

• Self-motivated and eager to take ownership of projects

• Clear verbal and written communication skills including email and PowerPoint presentations, and comfortable sharing with diverse…