Research Manager - Customer Experience Strategy

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.

Join CVS Health on our mission to help people on their path to better health. As a member of the Enterprise Customer Experience & Insights team, you will be at the forefront of transforming how we understand and serve our customers.

We are seeking a Research Manager for Customer Experience Strategy to design and execute research using an advanced simulation platform to deepen understanding of customer, market, and operational dynamics. Working closely with cross‑functional stakeholders, the manager uncovers stakeholder needs and designs simulation‑based studies that reveal risks, opportunities, and scenario‑based tradeoffs.

In this role, you will translate complex outputs into meaningful insights and actionable recommendations that shape strategy, resource allocation, and future planning. You will communicate findings through compelling narratives tailored to diverse audiences.

Success requires intellectual curiosity, strong analytical judgment, and a passion for emerging technology-particularly AI and simulation. Ultimately, this role helps the organization make faster, smarter, evidence‑based decisions by unlocking the full value of digital twin capabilities.

• Strategic Research: Lead and evolve the digital twin research agenda, ensuring simulations and outputs directly address priority business questions. Continuously refine research use cases as data availability, platform capabilities, and strategic needs shift to maximize relevance and organizational impact.

• Stakeholder Partnership & Needs Discovery: Partner closely with stakeholders across product, operations, and strategy to clarify objectives, constraints, and decision timing. Facilitate conversations that refine research questions, challenge assumptions, set realistic expectations, and ensure the digital twin is applied to the most valuable problems.

• Research Design & Execution :
  Execute digital-twin analyses that test hypotheses, compare alternative futures, and generate evidence that supports confident decision‑making across diverse business contexts.

• Insight Development & Analysis :
  Translate simulation outputs into meaningful insights by identifying patterns, tradeoffs, risks, and opportunities. Connect findings to strategic implications, moving beyond analysis to articulate relevance, expected impacts, and the “why it matters” behind observed dynamics.

• Strategic Recommendations & Decision Support :
  Develop clear, evidence‑based recommendations informed by digital twin insights. Frame decision pathways, scenario implications, and potential outcomes, equipping stakeholders with the guidance needed for planning, resource allocation, and strategic prioritization.

• Communication & Storytelling :
  Craft compelling, audience‑appropriate narratives that distill complex insights into clear, action‑oriented messages. Deliver visually strong, confident presentations that build trust in the digital twin’s value while transparently acknowledging uncertainties and limitations.

• Insight Adoption & Change Enablement :
  Ensure insights are understood, trusted, and embedded in decision processes by partnering with teams on application, workflow integration, and change management. Monitor adoption, gather feedback, and iterate approaches to strengthen practical impact and organizational confidence.

• Insights Integration & Cross‑Functional Research Partnership :
  Collaborate with Customer Insights and other research teams to align methodologies, validate findings, and identify where digital twin research can extend, complement, or stress‑test primary research. Integrate outputs into cohesive, holistic narratives across the broader insights ecosystem.

• 4+ years of…