Job Description As the Voice of the Customer / Digital Customer Experience Manager you will have the opportunity and primary responsibility of monitoring and providing actionable voice of the customer insights to our product team along with monitoring key operational metrics in order to optimize the Digital Customer Experience across digital channels.
As a vital member of the Digital Customer Experience Management team, this individual will help to support Voice of Customer insights for priority areas across the enterprise. This individual will utilize both qualitative and quantitative data to ensure optimal site health and move the needle on satisfaction scores. Qualitative data will include current Voice of Customer tools to gain actionable insights, while closely collaborating with product managers, analytics, and IT teams to take these insights to market. Quantitative data and analysis will include funnel flow analytics and key metric dashboards. This person will be responsible for staying abreast of the fast moving industry to identify the latest market developments, synthesize competitive research insights, and inform a product roadmap that drives customer satisfaction and improved conversion. This individual must be an avid researcher, intellectually curious, and be able to prioritize and organize vast amounts of information.
Voice of Customer Proactive Insights: - Utilizing an array of âœVoice of Customerâ tools, the CEM Advisor will identify actionable market insights for future customer centric enhancements. - These tools may include customer surveys, direct customer feedback, market research, call shadowing, competitive benchmarking, and other tools. - Leveraging our analytics and IT teams along with external stakeholders to prioritize these insights will be key.
Reactive Insights: - Day to day monitoring of âœsite healthâ from the VoC perspective. - Quickly pinpoint and triage existing customer pain points. - Leverage our analytics and IT teams to prioritize production issues and trends. - Day to day review of key site health metrics. - Work with analytics teams to close any critical gaps in data.
Strategy - Develop a product roadmap based off of customer insights, cross-department collaboration, and company goals. - Working with analytics and IT teams, this individual will create business cases to support product recommendations. - Identify/prioritize optimization testing opportunities across the breadth of our digital tools.
Support - The CEM Advisor will act as a digital subject matter expert. - Full understanding of our existing features and the value they drive for our customers. - The CEM Advisor will evangelize the digital story across the enterprise. - The CEM Advisor will manage small projects in support of the Product Management team.
Required Qualifications - 5+ years of relevant experience. - 3+ years experience with Voice of Customer, Pharmacy, Research, and/or Digital. - 2+ years of experience with Digital products OR experience within the Healthcare environment - 2+ years of experience using quantitative skills with the ability to link product design and features to strategic objectives while using hard data and metrics to substantiate assumptions and recommendations. - Exceptional problem-solving skills, with an ability to influence and negotiate with peers, cross-functional partners and senior leaders. - Excel (pivot table etc.), Word, PowerPoint skills are a must
Preferred Qualifications - 1+ year of people management experience. - Master's Degree. - Previous experience within the Healthcare environment, preferably with patient contact. - Previous experience with research, strategy consulting, healthcare, technology, or retail pharmacy. - Passion for technology and good understanding of current technology landscape and issues. - Demonstrated strength in using large amount of structured and unstructured data. - Excellent organization skills. - An entrepreneurial, out-of-the-box thinker who is intellectually curious with a strong work ethic. - Ability to multitask, adapt to changing priorities, be decisive under ambiguity, and meet tight deadlines. - Strengths in structured and logical thinking, problem solving, issue resolution, and attention to detail. - Proven ability to collaborate broadly with flexible, positive attitude and ability to get results. - Ability to thrive in a fully SAFE-Agile development environment
Education Bachelorâ™s Degree or equivalent combination of education and years of experience required. Master's Degree Preferred
Business Overview At CVS Health, we are joined in a common purpose: helping people on their path to better health. We are working to transform health care through innovations that make quality care more accessible, easier to use, less expensive and patient-focused. Working together and organizing around the individual, we are pioneering a new approach to total health that puts people at the heart.
We strive to promote and sustain a culture of diversity, inclusion and belonging every day. CVS Health is an equal opportunity and affirmative action employer. We do not discriminate in recruiting, hiring or promotion based on race, ethnicity, sex/gender, sexual orientation, gender identity or expression, age, disability or protected veteran status or on any other basis or characteristic prohibited by applicable federal, state, or local law. We proudly support and encourage people with military experience (active, veterans, reservists and National Guard) as well as military spouses to apply for CVS Health job opportunities.
Internal Number: 1692093BR
About CVS Health
Combining CVS Health and Aetna was a transformative moment for our company and our industry, establishing CVS Health as the nation’s premier health innovation company. Through our health services, insurance plans and community pharmacists, we’re pioneering a bold new approach to total health. As a CVS Health colleague, you’ll be at the center of it all.
At CVS Health, we work every day to help people on their path to better health. Never has it been more important for us to deliver on our purpose to our valued customers, patients, members, and employees. With a presence in communities across the country, CVS Health colleagues are and will continue to be a critical piece of the country’s health care solution. The health and safety of our employees, patients, customers, and members is our top priority as we face the impact of COVID-19 together. If you would like to learn about the actions we are taking as a company as we learn more about COVID-19 and its spread, we encourage you to visit our COVID-19 resource center at https://cvshealth.com/covid-19
We offer a diverse work experience that empowers colleagues for career success. In addition to skill and experience, we also seek to... attract and retain colleagues whose beliefs and behaviors are in alignment with our core values of collaboration, innovation, caring, integrity and accountability.
CVS Health is an equal opportunity/affirmative action employer. Gender/Ethnicity/Disability/Protected Veteran – we highly value and are committed to all forms of diversity in the workplace. We proudly support and encourage people with military experience (active, veterans, reservists and National Guard) as well as military spouses to apply for CVS Health job opportunities. We comply with the laws and regulations set forth in the following EEO is the Law Poster: EEO IS THE LAW and EEO IS THE LAW SUPPLEMENT. Please note that we only accept applications for employment via this site.
We provide reasonable accommodations to qualified individuals with disabilities. If you need to request an accommodation, a qualified interpreter, written information in other formats, translation or other services, please contact our Advice and Counsel Reasonable Accommodations team by emailing Advice and Counsel Reasonable Accommodations team or calling 877-805-9511.
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