Retail Customer Experience Managers

Position Overview

The Senior Manager of Retail Customer Experience will have primary responsibility for the day‑to‑day operation of CVS Health's Retail customer experience reporting, providing actionable insights that deliver business results, and acting as a voice of the customer champion for CVS Health's 9,000+ retail stores. The role reports to the Lead Director of Customer Experience, Enterprise Insights.

• Support Customer Experience Measurement with regular project management elements including communication management, questionnaire design support and programming, stakeholder and vendor management, account team training and support, survey vendor/platform management, and analysis.
• Facilitate large‑scale tracking CX study programs in Retail, identifying and elevating customer feedback to drive actionable results through analysis of survey data and text analytics.
• Provide regular updates to key business partners through Tableau dashboards, combining data from various databases and creating clear reports that enable business partners to communicate the customer story.
• Manage ad hoc customer insights data pulls and support projects, including cross‑tab creation, results reporting, and presentation building.
• Support the CX Program by managing communication and scheduling, account team training and support, data management, and vendor and stakeholder coordination.

• 7+ years' experience analyzing customer insights or related fields.
• 5+ years' experience creating dashboards using Tableau.
• 5+ years' experience using Excel for data analysis.
• 5+ years' experience using PowerPoint/report building.
• 5+ years of intermediate project/program management skills, including planning, resource planning, and scenario planning.
• 3+ years of intermediate data analysis skills and/or basic knowledge of statistics.

• Experience managing CX vendors such as Medallia, CSpace, Forrester, etc.
• Intermediate verbal and written communication skills, including e‑mail, communication and leadership in meetings, and PowerPoint presentations organized, fluent, and meeting basic brand standards.
• Ability to build strong cross‑functional relationships with stakeholders.
• Passion for customer insights, data analytics, and storytelling with data.
• Follow‑up and attention to detail, including disciplined follow‑up to e‑mails from stakeholders and key vendor partners.
• Basic data management skills, including basic data governance, field descriptions and types, understanding of source, summary statistics, and basic quality assurance processes. Experience working on Medallia platforms is preferred.

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

Typical pay range: $82,940.00 – $. Actual base salary will depend on experience, education, geography, and other factors. Position is eligible for a CVS Health bonus, commission or short‑term incentive program in addition to the base pay. Equity award program also available.

Full range of medical, dental, and vision benefits; 401(k) retirement savings plan;
Employee Stock Purchase Plan; fully‑paid term life insurance; short‑term and long‑term disability; well‑being programs; education assistance; free development courses; CVS store discount; and partner discount programs. Paid Time Off (PTO) and paid holidays in accordance with state law and company policies.

Application window closes on: 09/27/2024.

Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state and local laws. We are an equal opportunity and affirmative action employer. We do not discriminate in recruiting, hiring, promotion, or any other personnel action based on race, ethnicity, color, national origin, sex/gender, sexual orientation, gender identity or expression, religion, age, disability, protected veteran status, or any other characteristic protected by applicable federal, state or local law.