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 be 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 Senior Analyst of Customer Experience (CX) Measurement – PSS reports to the Lead Director of Customer Experience (CX) Measurement and plays a critical role in helping CVS Health to achieve this goal. This role is focused on proactively finding, synthesizing and delivering actionable insights to key stakeholders within Caremark, Mail Order and Specialty Pharmacy with a significant opportunity to also contribute to CVS Health enterprise-wide insights.
You'll make an impact by:
Providing logistic support for Caremark, Mail Order Pharmacy and Specialty Pharmacy Member Experience Measurement programs, including utilizing Medallia platform to improve surveys and dashboards
Generating ongoing reporting of member experience
Developing actionable insights about the member experience leveraging various data sources including surveys and operational data
Presenting member experience insights to business partners and senior leadership
Training colleagues to utilize Medallia platform
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.
This is a hybrid position and will require the individual to come into one of the offices 3 days a week (Tuesday, Wednesday and Thursday).
Open to these locations:
Woonsocket, RI
New York, NY
Hartford, CT
Wellesley, MA or Boston, MA
Chicago, IL
Required Qualifications
2+ years market research, consumer insights, customer experience measurement or data analytics experience
Strong knowledge of Microsoft Office programs, including PowerPoint, Excel, and Word
Preferred Qualifications
Knowledge of survey research platforms, including Qualtrics and Medallia
Fundamental understanding of basic survey research principles (questionnaire insights generation)
Experience using data to create insights
Education
Bachelor Degree or equivalent experience
Pay Range
The typical pay range for this role is:
$46,988.00 - $112,200.00This 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.
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 Benefits | CVS Health
Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state and local laws.