Executive Director, Customer Experience Measurement - Consumer & Digital

Bring your heart to CVS Health. Every one of us at CVS Health shares a single, clear purpose: Bringing our heart to every moment of your health. This purpose guides our commitment to deliver enhanced human-centric health care for a rapidly changing world. Anchored in our brand - with heart at its center - our purpose sends a personal message that how we deliver our services is just as important as what we deliver.

Our Heart At Work Behaviors support this purpose. We want everyone who works at CVS Health to feel empowered by the role they play in transforming our culture and accelerating our ability to innovate and deliver solutions to make health care more personal, convenient and affordable.

Position Summary

CVS Health is on a journey to become the most consumer-centric health company by creating best in class experiences for customers, members, clients, and colleagues. The Enterprise Customer Experience Team is responsible for measuring and driving action on consumer feedback and establishing a consumer-centric culture at CVS Health. This work is powered by innovative data-driven approaches that generate actionable insights to both solve customer pain points, and surprise and delight our consumers.

The Executive Director of Customer Experience (CX) Measurement - Consumer & Digital reports to the Vice President of Enterprise Customer Experience and plays a critical role in helping CVS Health to achieve this goal. This leadership role is focused on proactively finding, synthesizing and delivering actionable insights to key stakeholders across all our businesses (with a significant opportunity to drive enterprise-wide insights), through the ownership of our CX measurement and analytic programs. This role has management responsibility over high performing teams that deliver significant value to the organization.

You'll make an impact by:

• Leading the organizations that include Retail CX Measurement, Digital CX Measurement, and Health Care Delivery CX Measurement teams. These teams manage consumer feedback collection, analysis & insights, and driving action on consumer feedback for these business units.

• Creating a vision for how consumer insights and feedback are embedded within these organizations. This includes managing the current insights governance model, optimizing the way insights get distributed to the organization and serving as a subject matter expert on customer experience insights for partner business units and direct staff.

• Be a thought leader who will generate with new ideas around CX and create forums/communications/story telling that will be compelling to executive leadership and their respective organizations. Use exciting and dynamic communication to ignite a customer-centric culture by building strong partnership and solutions with key leaders across the enterprise.

• Managing and enhance the existing customer experience roadmap including applicable technology, analytic methods, and data sources needed to provide a 360 degree view of the customer experience.

• Managing the CX measurement programs for Retail, Retail Health and Enterprise Digital (feedback from consumer surveys, social media, call transcripts, digital sessions, and other operational data)

• Ownership of our customer experience platform (Medallia) for the above businesses businesses including leadership of the team leading survey design, insights creation, dashboard design and data management.

• Building relationships and effectively influence senior leadership within partner organizations to ensure that we are systemically acting on consumer feedback. This includes BU leadership, IT, Analytics, and other parts of the organization.

• Managing vendor relationships with software and servicing partners for all enterprise CX functions.

• Managing the processes to design, report and track incentive compensation related to consumer feedback for the entire enterprise, including liaising with corporate compensation partners.

This role will be a key member of our Customer Experience team, functioning as part of a community of Customer Experience professionals who not only help each other, but are also passionate about the future of healthcare and the voice of the customer.

Required Qualifications

• 8+ years of experience measuring and analyzing customer feedback, generating insights and implications, and using the resulting insight to drive change / influence the customer experience

• Proven ability to communicate effectively and influence senior leadership and build relationships across large and complex organizations.

• Ability to analyze structured and unstructured data using multiple tools and techniques (ie machine learning, social listening, text analytics). Proven ability to perform and interpret statistical analysis to tell data driven stories that can lead to actionable insights

• Experience managing teams, with a track record of nurturing team members and a low attrition rate. Must have experience managing 3+ people at once

• Ability to champion projects and share a compelling vision, leveraging excellent oral and written presentation skills and effective stakeholder management, including senior executives

• Experience managing complex reporting systems across large enterprises

• Proven success articulating a vision for change and making it a reality, ideally within a large organization

• Strong PowerPoint and document management skills are a plus-the ability to review a presentation and spot inconsistencies in data, story, formatting are essential.

• This role is a full-time, perm, hybrid position based in either Woonsocket, RI; New York, NY; Hartford, CT; Chicago, IL

Preferred Qualifications

• Experience in the retail, digital or healthcare delivery space preferred

• Programming experience (R, Python, SAS, SPSS, etc.) and familiarity handling large datasets is a plus, but is not required.

• Experience with Medallia, Qualtrics, Spirnklr and other CX Technology platforms

• Proven record of running customer experience measurement programs at large organizations

• Experience managing vendors and implementing new platforms

• Demonstrated ability to thrive in highly complex environments

Education

Bachelor Degree

Pay Range

The typical pay range for this role is:

$131,500.00 - $303,200.00

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, education, geography and other relevant factors. This position is eligible for a CVS Health bonus, commission or short-term incentive program in addition to the base pay range listed above. This position also includes an award target in the company's equity award program.

In addition to your compensation, enjoy the rewards of an organization that puts our heart into caring for our colleagues and our communities. The Company offers a full range of medical, dental, and vision benefits. Eligible employees may enroll in the Company's 401(k) retirement savings plan, and an Employee Stock Purchase Plan is also available for eligible employees. The Company provides a fully-paid term life insurance plan to eligible employees, and short-term and long term disability benefits. CVS Health also offers numerous well-being programs, education assistance, free development courses, a CVS store discount, and discount programs with participating partners. As for time off, Company employees enjoy Paid Time Off ("PTO") or vacation pay, as well as paid holidays throughout the calendar year. Number of paid holidays, sick time and other time off are provided consistent with relevant state law and Company policies.

For more detailed information on available benefits, please visit jobs.CVSHealth.com/benefits

We anticipate the application window for this opening will close on: 06/01/2024

CVS Health requires certain colleagues to be fully vaccinated against COVID-19 (including any booster shots if required), where allowable under the law, unless they are approved for a reasonable accommodation based on disability, medical condition, religious belief, or other legally recognized reasons that prevents them from being vaccinated.

You are required to have received at least one COVID-19 shot prior to your first day of employment and to provide proof of your vaccination status or apply for a reasonable accommodation within the first 10 days of your employment. Please note that in some states and roles, you may be required to provide proof of full vaccination or an approved reasonable accommodation before you can begin to actively work.

CVS Health is committed to recruiting, hiring, developing, advancing, and retaining individuals with disabilities. As such, we strive to provide equal access to the benefits and privileges of employment, including the provision of a reasonable accommodation to perform essential job functions. CVS Health can provide a request for a reasonable accommodation, including a qualified interpreter, written information in other formats, translation or other services through ColleagueRelations@CVSHealth.com If you have a speech or hearing disability, please call 7-1-1 to utilize Telecommunications Relay Services (TRS). We will make every effort to respond to your request within 48 business hours and do everything we can to work towards a solution.