Digital Customer Experience Manager

Agnello & Rogers; Springfield (MO); On-site; USD 66,000 - 160,000; Full time

Job summary

A leading health solutions company is seeking a Manager for Digital Customer Experience Management. This role focuses on enhancing customer satisfaction through actionable insights, operational metrics, and collaboration across teams. The ideal candidate will possess extensive experience in digital products and voice of customer tools, driving improvements in customer engagement and satisfaction.

Benefits

Affordable medical plan options

401(k) plan with matching contributions

Employee stock purchase plan

Wellness screenings and counseling

Tuition assistance

Qualifications

• 5+ years' related work experience.
• 3+ years' experience with Voice of Customer, Pharmacy, Research, and/or Digital.
• 2+ years of experience with Digital products or in Healthcare.

Responsibilities

• Monitor and provide actionable voice of the customer insights.
• Develop a product roadmap to improve Customer Experience.
• Manage large or multiple highly visible projects.

Skills

Problem-solving

Quantitative analysis

Customer insights

Project management

Education

Bachelor's degree or equivalent experience

Tools

Survey analysis tools

Excel

PowerPoint

Job description

At CVS Health, we're building a world of health around every consumer and surrounding ourselves with dedicated colleagues who are passionate about transforming health care.

As the nation's leading health solutions company, we reach millions of Americans through our local presence, digital channels and more than 300,000 purpose-driven colleagues - caring for people where, when and how they choose in a way that is uniquely more connected, more convenient and more compassionate. And we do it all with heart, each and every day.

Position Summary

The Manager, Digital Customer Experience Management (CEM) is responsible for monitoring and providing actionable voice of the customer insights to our Digital product team along with monitoring key operational metrics to optimize the Digital Customer Experience across digital channels.

This role will help to support Voice of Customer insights for Experiences across the Digital enterprise. The Manager, Digital CEM 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 position 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.

Proactive Insights:
- Utilizing an array of "Voice of Customer" tools, the CEM Manager will identify actionable market insights for future customer centric enhancements.
- These tools may include customer surveys, session replay tools, 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 "site health" 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 to improve Customer Experience based off 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 Manager will act as a digital subject matter expert of Retail Pharmacy
- Full understanding of our existing features and the value they drive for our customers.
- The CEM Manager will evangelize the digital story across the enterprise.
- The CEM Manager will manage large or multiple highly visible projects in support of the Product Management team.

Required Qualifications

• 5+ years' related work 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.
• 1+ years of experience with survey analysis tools such as Medallia, Qualtrics, Verint, and/or Quantum Metric.
• Thorough understanding of technologies, processes, and responsibilities involved in building and maintaining websites and applications.
• 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+ years of people management experience.
• Experience with HTML, Javascript, User Interface frameworks, and integration with backend APIs.
• Master's Degree.
• Exceptional problem-solving skills, with an ability to influence and negotiate with peers, cross-functional partners and senior leaders.
• 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 organizational 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.

Education
Bachelor's degree or equivalent experience (High School Diploma and 4 years relevant experience)

Business Overview
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. We strive to promote and sustain a culture of diversity, inclusion and belonging every day. CVS Health is an affirmative action employer, and is an equal opportunity employer, as are the physician-owned businesses for which CVS Health provides management services. 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. 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.

Anticipated Weekly Hours
40

Time Type
Full time

Pay Range

The typical pay range for this role is:

$66,330.00 - $159,120.00

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.

Our people fuel our future. Our teams reflect the customers, patients, members and communities we serve and we are committed to fostering a workplace where every colleague feels valued and that they belong.

Great benefits for great people

We take pride in our comprehensive and competitive mix of pay and benefits - investing in the physical, emotional and financial wellness of our colleagues and their families to help them be the healthiest they can be. In addition to our competitive wages, our great benefits include:

• Affordable medical plan options, a 401(k) plan (including matching company contributions), and an employee stock purchase plan.
• No-cost programs for all colleagues including wellness screenings, tobacco cessation and weight management programs, confidential counseling and financial coaching.
• Benefit solutions that address the different needs and preferences of our colleagues including paid time off, flexible work schedules, family leave, dependent care resources, colleague assistance programs, tuition assistance, retiree medical access and many other benefits depending on eligibility.

For more information, visit https://jobs.cvshealth.com/us/en/benefits

We anticipate the application window for this opening will close on: 06/16/2025

Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state and local laws.