Customer Experience Measurement Lead

CVS Health

Woonsocket (RI)

On-site

USD 66,000 - 146,000

Full time

6 days ago

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Benefits offered by this job

Medical benefits

Dental benefits

Paid time off

Job summary

CVS Health is seeking a Manager, Customer Experience (CX) Measurement –PSS to lead measurement programs across Caremark, Mail Order and Specialty Pharmacy. You’ll transform surveys and data into actionable insights, presenting to senior leaders and enabling changes that improve member experience.

A strong background in Medallia/Qualtrics and analytics is preferred. You’ll collaborate with Caremark, Mail Order and Specialty Pharmacy teams to drive a consumer-centric culture and deliver

Qualifications

Bachelor’s degree or 4+ years of equivalent experience.
5+ years measuring and analyzing customer feedback and generating insights.
Experience using insights to drive changes in customer experience.

Responsibilities

Provide logistic support for member experience measurement programs.
Generate ongoing reporting of member experience and insights.
Present member experience insights to partners and senior leadership.
Train colleagues to utilize measurement platforms.

Skills

Measuring customer feedback

Generating insights

Driving customer experience changes

Data analysis

Project management

Stakeholder communication

MS Office (PowerPoint, Excel)

Programming (R, Python, SAS, SPSS)

Vendor management

Education

Bachelor's degree or 4+ years of equivalent experience

Tools

Medallia

Qualtrics

Excel

PowerPoint

Job description

A strong background in Medallia/Qualtrics and analytics is preferred. You’ll collaborate with Caremark, Mail Order and Specialty Pharmacy teams to drive a consumer-centric culture and deliver

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