Senior Product Manager, Customer Experience Strategy

Position Summary

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 visionary Senior Product Manager for Customer Experience Strategy to own and advance our cutting‑edge digital twin and customer simulation capabilities. This is a unique leadership role operating at the intersection of product management, user research, customer experience and emerging AI technologies. You will be responsible for defining the product roadmap, prioritizing impactful features, and ensuring our stakeholders have the tools and insights they need to succeed as capabilities scale and evolve.

In this role, you will manage a talented team, including a Manager of Research and a Product Manager, to operationalize our simulation platform, uncover timely user feedback, and drive data‑driven decisions across the enterprise. If you are passionate about leveraging technology to revolutionize the customer experience, this is the opportunity for you.

• Strategic Leadership & Vision: Define and drive the product vision, strategy, and roadmap for our digital twin and customer simulation capabilities, ensuring alignment with enterprise business goals and customer experience objectives.

• Product Lifecycle Management: Oversee the entire product lifecycle from ideation, requirements gathering, and prototyping through to development, testing, launch, and iteration.

• Team Leadership & Mentorship: Lead, mentor, and develop a high‑performing team of product and research professionals, fostering a culture of innovation, expertise, and continuous improvement.

• Stakeholder & Cross‑Functional
  
  Collaboration:
  
  Partner with key stakeholders across the organization to align product strategies, manage resources, and facilitate effective collaboration to drive product success and customer satisfaction.

• Operational Excellence & Vendor Management: Oversee the operational health and ongoing success of the platform. Manage the relationship with technology vendors to ensure stability, resolve issues, and co‑develop future enhancements.

• Data‑Driven Insights & Communication: Champion evidence‑based decision‑making by analyzing platform data, monitoring the competitive landscape, and effectively communicating product performance and strategic recommendations to senior leadership.

• Innovation & Integration: Deliver innovative solutions that integrate seamlessly with existing technologies while ensuring strict compliance with regulatory, safety, quality, and confidentiality standards.

• Framework Development: Create and implement repeatable frameworks and processes to operationalize insights, maximize ROI, and enhance brand visibility through data‑driven storytelling.

• 5+ years of experience leading research agendas, conducting qualitative/quantitative research, and translating insights into product action.

• 4+ years of experience developing, maintaining, and executing against strategic product roadmaps.

• 3+ years of experience in product management, overseeing the full product lifecycle (SDLC) from concept to launch.

• 2+ years of experience with vendor management, including contract negotiation and performance management.

• 2+ years of experience driving continuous process improvement initiatives.

• Proven ability to lead change management efforts and drive adoption of new technologies and processes.

• 3+ years of experience building and leading high‑performing teams.

• 3+ years of dedicated change management experience.

• A keen understanding of the Artificial Intelligence landscape and emerging industry trends, with a track record of applying new technologies to solve business problems.

• Experience in the healthcare industry, with an understanding of customer journeys and needs.

• Strong business intelligence and data analysis skills.

• Certification in Product Management (e.g., CPM) or process improvement (e.g., Six Sigma).

• Bachelor's degree required.

• A degree in a relevant field such as Business, Computer Science, Engineering, or a…