Manager, 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 Manager of Healthcare Delivery Customer Experience will be responsible for 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.

This role is critical to the day-to-day elements of facilitating large-scale CX programs in CVS Healthcare Delivery, specifically:
Collect and elevate quantitative and qualitative customer feedback survey data. Plan, prioritize, and support rigorous analyses of customer feedback, journeys, and pain points to uncover valuable insights. Provide regular updates to key business partners using 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.

Design systems to 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. Support ongoing program management, including communications, scheduling, end-user training, data management, and assisting with vendor and stakeholder management. Assist in ongoing management of feedback collection technology and prioritizing necessary work.

Collaborate and coordinate cross-functionally to maintain a program used to identify high-risk feedback requiring follow-up from a resolutions team, including reports of service issues and complaints.

• Collect and elevate quantitative and qualitative customer feedback survey data.
• Plan, prioritize, and support rigorous analyses of customer feedback, journeys, and pain points to uncover valuable insights.
• Provide regular updates to key business partners using dashboards and presentations to share the customer story with broad audiences.
• Monitor trends, interpret feedback, and translate…