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 Senior Manager, Customer Experience (CX) Enterprise Reference and Advocacy–reports to the Executive Director of Customer Experience (CX) Advocacy, Change Management and communications and plays a critical role in helping CVS Health to achieve this goal. This role is focused on cultivating customer stories from our VOC program, gather their positive experiences, and leverage customer feedback to create testimonials, videos, quotes, or case studies to promote CVS Health’s products or services through communication, marketing, and sales efforts. You'll make an impact by: + Owning the enterprise customer advocacy program including the process, infrastructure, content management and partnering with marketing, public relationships, social media to ensure placement. + Ensuring consistent and reliable framework that enables the identification of advocates to create a steady funnel of stories: + Identification of advocates and consumer stories through our VOC platform, Medallia and other social channels to identify customers who have achieved positive outcomes using the CVS Health products and services. + Manage customer database and library of customer reference materials categorized by lines of business, topics, and story topics. + Monitor the tracking and effectiveness of the customer reference program by tracking usage of reference materials and analyzing their impact on reputational, and other key metrics. + Help to create the content of customer reference materials such as case studies, testimonials, videos, and quotes ensuring accuracy and authenticity. + Help to develop the strategic framework to create customer advocacy community through thoughtful communications such as newsletters, events, special offers and product testing. + Provide strategic recommendations on continued evolution of reference and advocacy program including revisions to process, utilization, analysis of impact on brand and reputation. 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** + 7-10 years of experience with customer advocacy and reference programs that have generated influence and increased brand reputational impact. + Experience with Medallia, Qualtrics and other customer experience measurement platforms. + Proven ability to build customer reference programs and tell impactful stories that can help to translate into a social impact. + Proven ability to build relationships across large and complex organizations and to communicate effectively and influence senior leadership. + Strong Microsoft Office Suite, especially PowerPoint and Excel, and document management skills. **Preferred Qualifications** + Experience in the Healthcare Insurance Industry + Experience managing customer reference programs and standing up repeatable process. + Demonstrated ability to thrive in highly complex environments. **Education** Bachelor's Degree **Pay Range** The typical pay range for this role is: $82,940.00 - $182,549.00 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 Benefits | CVS Health (https://jobs.cvshealth.com/us/en/benefits) We anticipate the application window for this opening will close on: 03/10/2025 Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state and local laws. We are an equal opportunity and affirmative action employer. We do not discriminate in recruiting, hiring, promotion, or any other personnel action based on race, ethnicity, color, national origin, sex/gender, sexual orientation, gender identity or expression, religion, age, disability, protected veteran status, or any other characteristic protected by applicable federal, state, or local law.