Manager, AI Search Strategy and 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.

AI-Generated search is altering the way individuals discover, evaluate, consume, and make decisions with information. As this new age of search evolves, CVS Health is evolving our digital strategy to incorporate and actively manage our brand’s presence and reputation in AI powered search. As the Manager of AEO & Agentic Customer Experience you will be instrumental in the success of our AEO & Agentic implementation.

This role will partner closely with marketing, operations, and strategy teams to benchmark customer visibility, sentiment, and trust; develop opportunities and strategies to improve customer outcomes; and drive business results.

• Own CVS's Customer Experience AEO strategy and operational roadmap, aligned to Enterprise CX priorities across pharmacy, retail, Healthcare Delivery, Caremark, and Aetna touchpoints and with evolving business priorities.
• Partner with key stakeholders driving CVS's AEO playbooks, standards, governance, measurement, and operating with cross-functional partners.
• Lead the evolution of CVS's search practice from traffic-driven SEO to citation, authority, reputation, and trust-driven AEO across agentic search platforms.
• Serve as CVS's primary owner and power-user of the Profound platform:
  Answer engine insights, prompt volumes, agent analytics, agents, and content optimization modules.
• Build automated measurement & agentic workflows that operationalize proactive insight content, publish content with CVS related content, measurement across CVS Health's digital properties.
• Partner directly with product, engineering, and customer success teams as a design partner, prioritizing enterprise healthcare use cases, requesting new capabilities, piloting beta features, and helping evolve the platform roadmap.
• Provide CVS thought leadership and train others on best practices related to AEO.
• Monitor the evolving agentic commerce ecosystem (Google, Anthropic, Mastercard Agent Pay, Stripe Agentic Commerce Suite) and understand how customers are adopting these emerging technologies and translate implications into CVS Health's CX roadmap.

• Analyze how customers and agents encounter CVS Health and competitors across answer engines and translate findings into actionable strategies.
• Proactively monitor emerging trends and bubble up findings and solutions to leaders reducing time to insights over traditional brand measurement methods.
• Build and maintain dashboards that translate AI visibility, share-of-answer, sentiment, citation share, and agent-driven traffic into clear insights for senior leaders.
• Evangelize AEO best practices across Content, Communication, Brand, PR, SEO/SEM, Product, Digital, and Enterprise Marketing teams.
• Ensure all discoverability work aligns with HIPAA, health information accuracy standards, accessibility, privacy, and regulatory requirements.

• 6+ years of combined experience in SEO, search strategy, digital discovery, or content strategy, with at least 2 years focused on AEO / GEO / LLM optimization.
• 4+ years of experience turning action into insights customer insights, market research, product management, strategy, consulting, or related disciplines.
• 2+ years' expertise in using Google business profiles, Adobe, Google, etc. establishing measurable improvements in brand loyalty.
• Experience integrating multiple datasets from disparate data sets telling the whole customer's story (CRM, Google reviews, internal databases, surveys, primary research, etc.).
• Demonstrated hands-on experience optimizing content for AI-driven platforms, including prompt-based benchmarking, citation analysis, and…