Senior Manager of Enterprise Customer Experience Analysis

Position Summary

Position Summary CVS Health is on a journey to becoming the most trusted health company and creating optimal experiences for customers, members, clients and colleagues. The Senior Manager of Enterprise Customer Experience Analysis will play a critical role in helping CVS Health achieve this goal.

• Lead analysis of customer experience signals across digital, operational, and AI‑driven channels (e.g., sentiment, competitive positioning, emerging experience drivers)
• Translate complex data and analytics into clear, actionable insights for senior leadership
• Connect customer experience drivers to business performance metrics and Management Incentive Plan (MIP) outcomes
• Identify risks and opportunities impacting customer experience and performance targets, and recommend prioritized actions
• Partner cross‑functionally with teams across marketing, digital, analytics, and business units to align on CX priorities and execution
• Support development and adoption of new CX measurement capabilities, including AI‑driven insights and emerging platforms
• Contribute to recurring reporting and storytelling, including executive presentations, dashboards, and business reviews
• Enable stakeholders to understand and act on CX insights through clear communication, tools, and frameworks

• 7+ years of developing large‑scale data structures and pipelines to organize, writing ETL/ELT (Extract / Transform / Load) processes, collect and standardize data that help generate insights and address reporting needs
• Proven experience utilizing enterprise cloud SQL environments and statistical packages to extract and analyze data, enabling actionable insights, complex problem‑solving, and a strong customer service orientation
• 5+ year building & automating data pipelines, apply data transformation, and integrate key business logic preferably using AI native
• 2+ years leading projects end‑to‑end, including mentoring junior analysts and/or technical teams
• 1+ year experience creating and managing a team of AI Agents, MCP, RAG, or maintaining a context allowing agents to execute workflows

• Experience working with survey, behavioral, or health operational data in the Healthcare or Insurance industry
• Experience with generative AI and LLM APIs (OpenAI, Anthropic, Google Gemini, etc.) and prompt engineering for enterprise analytics use cases
• Background in forecasting, scenario modeling, or financial linkage related to CX or operational performance (including MIP support)
• Experience using AEO/SEO/GEO, brand metrics, and other social data to benchmark and monitor external sentiment and visibility
• Experience managing vendor relationships for AI/ML platforms and CX measurement tools (e.g., Medallia, Qualtrics, Forsta)
• Proven ability to influence leadership and business partners, prioritize competing work streams, and build relationships across large and complex organizations
• Ability to analyze data using business intelligence tools such as PBI, Tableau, Looker to monitor and automatically track trends
• Work with a large cross‑functional team, including multiple digital scrum teams, IT project, legal and other partners, to develop solutions

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

The typical pay range for this role is: $75,400.00 - $. This pay range represents the base hourly rate or base annual full‑time salary for all positions in the job grade within which this position falls. The actual base salary offer will depend on a variety of factors including experience, education, geography and other relevant factors. This position is eligible for a CVS Health bonus, commission or short‑term incentive program in addition to the base pay range listed above.

This position also includes an award target in the company’s equity award program.

This full‑time position is eligible for a comprehensive benefits package designed to support the physical, emotional, and financial wellbeing of colleagues and their families. The benefits include medical, dental, and vision coverage, paid time off, retirement savings options, wellness programs, and other resources, based on eligibility.

Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state and local laws.