Senior Manager, Customer Story Telling and Advocacy

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.

CVS Health is on a journey to become the most consumer-centric health company by creating best in class experiences for customers, members, clients, and colleagues. The Enterprise Customer Experience Team is responsible for measuring and driving action on consumer feedback and establishing a consumer-centric culture at CVS Health. This work is powered by innovative data-driven approaches that generate actionable insights to both solve customer pain points, and surprise and delight our  this high profile role, the Senior Manager, Customer Story Telling and Advocacy, you would play a critical role in advancing CVS Health's enterprise Technology Storytelling strategy.

This role is responsible for sourcing, shaping, and activating compelling customer narratives to strengthen CVS Health's reputation, validate impact, and support marketing, sales, and executive communications. The role will also lean into our external recognition (awards) arm, together creating a cohesive, credible, and scalable technology storytelling engine across the enterprise.

You'll make an impact by:

Own and scale an Advocacy storytelling program

Lead the enterprise customer advocacy program, including strategy, governance, process, and infrastructure

Partner with Marketing, Communications, Public Relations, and Social to drive coordinated storytelling and amplification across channels

Position advocacy as complementary proof points that reinforce CVS Health's differentiated capabilities and outcomes

Build a continuous pipeline of high-impact stories and recognition opportunities

Identify customer advocates and stories through VOC platforms (e.g., Medallia), social channels, and business partnerships

Translate customer outcomes into compelling testimonials, case studies, and assets

Manage our structured intake and prioritization model for advocacy content requests across lines of business

Develop and manage enterprise storytelling assets and systems

Maintain a centralized repository of customer stories, testimonials, and award submissions/wins, categorized by business line, solution, and theme

Ensure content is accurate, compliant, and aligned to CVS Health messaging and brand standards

Establish repeatable processes for intake, development, legal/compliance review, and activation

Drive measurable impact and continuous optimization

Track and analyze performance of advocacy content (usage, amplification reach, reputational impact)
Provide insights and recommendations to evolve strategy, improve ROI, and increase enterprise adoption

Contribute to executive-level reporting on storytelling effectiveness and external validation

Support our growing and evolving Enterprise Awards Recognition program

Support the scaling of the enterprise awards program as volume and scope increase, including coordinating cross-functional partner outreach, scheduling stakeholder interviews, maintaining the awards tracker, and ensuring timelines are met Expand internal awareness and engagement by developing and distributing updates (email communications, presentations), proactively onboarding new teams, and identifying emerging technologies across the enterprise

Maintain and evolve a centralized portfolio of award stakeholders and subject matter experts, including POCs, technologies, and recent product achievements to enable efficient and targeted submissions

Partner with internal innovation channels (e.g., patent pipelines and related efforts) to proactively identify new technologies, solutions, and teams for award consideration

Support measurement and optimization of awards impact, including amplification tracking, process improvements, performance metrics, and use of internal tools and AI to enhance research and submission quality

Required Qualifications 7-10 years of experience in customer advocacy, storytelling, comms, or marketing

Proven ability to build and scale programs that drive reputational impact and business value

Experience leveraging VOC platforms (e.g., Medallia, Qualtrics) to identify and activate customer stories

Proven expereince communicating to and building relationships with stakeholders, including executive leadership.

Demonstrated ability to translate data and outcomes into compelling, credible narratives

Proficiency in Microsoft Office Suite (PowerPoint, Excel) and content management systems

Preferred Qualifications Experience in Healthcare or Health Insurance industry

Demonstrated ability to operate in highly complex, matrixed environments and drive alignment across stakeholders

Experience working with Communications, Legal/Compliance,…