Senior Analyst, Customer Experience

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.

The Senior Analyst will support CVS Health's Customer Experience (CX) and Retail Pharmacy analytics strategy by developing and operationalizing advanced measurement solutions, with a primary focus on Retail RX Intelligence (Retail NOVA). This role is responsible for transforming large-scale customer interaction, survey, and operational data into actionable insights that improve patient, customer, and colleague experiences.

The role partners closely with business leaders, data scientists, product teams, and operational stakeholders to drive data-informed decision making, strengthen customer listening capabilities, and scale enterprise analytics solutions across Retail Pharmacy.

• Lead development, enhancement, and operational support of the Retail NOVA synthetic NPS measurement framework.
• Manage end-to-end analytics processes supporting Retail Pharmacy customer experience measurement.
• Design and maintain data pipelines, model monitoring processes, and performance tracking to ensure reliable insight generation.
• Translate unstructured customer feedback, call transcripts, and operational signals into measurable experience outcomes.

• Identify emerging customer pain points, service opportunities, and operational risks through advanced analytics.
• Develop predictive and diagnostic analyses that drive improvements in satisfaction, loyalty, and retention.
• Create executive-level reporting and storytelling that clearly communicates business impact and recommended actions.
• Support experimentation, model validation, and continuous improvement initiatives.

• Partner with AI, data science, and engineering teams to operationalize GenAI-enabled insight solutions.
• Support integration of conversational AI, speech analytics, and experience intelligence capabilities into existing measurement frameworks.
• Evaluate new data sources and analytical techniques to improve prediction accuracy and insight quality.
• Contribute to enterprise AI and customer experience modernization initiatives.

• Partner with Retail Operations, Customer Experience, Product, Digital, and Analytics teams.
• Gather business requirements and translate them into scalable analytical solutions.
• Present findings and recommendations to senior leadership audiences.
• Act as a subject matter expert for Retail NOVA and customer experience measurement methodologies.

• Bachelor's degree in Analytics, Statistics, Data Science, Economics, Mathematics, Computer Science, or related field.
• Advanced SQL and data analysis skills.
• Experience working with large and complex datasets.
• Experience developing dashboards and data visualizations using Power BI, Tableau, or similar tools.
• Strong problem-solving and quantitative analytical skills.
• Excellent communication and executive presentation skills.

• Experience with predictive modeling, machine learning, or statistical analysis.
• Knowledge of customer experience measurement frameworks including NPS, CSAT, CES, or synthetic measurement methodologies.
• Experience analyzing customer feedback, survey data, or contact center interaction data.
• Exposure to AI, natural language processing, or speech analytics solutions.
• Healthcare, retail pharmacy, or customer service analytics experience.

40

Full time

The typical pay range for this role is:

$46,988.00 - $

This pay range represents the base hourly rate or base annual full-time salary for all positions in the job grade within which this position falls. The actual base salary offer will depend on a variety of factors including experience,…