Manager, Customer Experience - Healthcare Delivery

9025 CVS Shared Services Resources LLC; Connecticut; Hybrid; USD 66,000 - 146,000; Full time

Benefits offered by this job

Medical, dental, vision coverage

Paid time off

Retirement savings options

Job summary

CVS Health in Connecticut is seeking a Manager of Healthcare Delivery Customer Experience to lead day-to-day operations of the CX program across CVS Healthcare Delivery lines of business, including MinuteClinic, Oak Street Health, and Signify. You will collect feedback, drive actionable insights, and present narratives to partners to influence action plans.

You will design and monitor measurement systems, manage vendor relationships, and coordinate cross-functional teams to ensure high-quality

Qualifications

• 5+ years of experience analyzing customer insights, or related 3+ years of experience creating reports and dashboards, performing statistical analyses, using Tableau, Excel, or similar software
• 3+ years of experience using PowerPoint or similar to create presentations
• 3+ years of experience of intermediate project/program management skills, including project planning, resource planning, and scenario planning
• 3+ years of experience manipulating and querying data, performing statistical analyses and/or basic knowledge of statistics

Responsibilities

• Collect and elevate quantitative and qualitative customer feedback survey data.
• Plan, prioritize, and support rigorous analyses of customer feedback, journeys, and pain points to uncover valuable insights.
• Provide regular updates to key business partners using dashboards and presentations to share the customer story with broad audiences.
• Monitor trends, interpret feedback, and translate analysis and insights into compelling narratives used to collaborate with business partners to develop action plans.
• Design systems to promote feedback among Clinical and frontline colleagues to influence the design and development of the patient experience.
• Manage ad hoc customer insights data pulls and support projects, including cross-tab creation, results reporting, and presentation building.
• Support ongoing program management, including communications, scheduling, end-user training, data management, and assisting with vendor and stakeholder management.
• Assist in ongoing management of feedback collection technology and prioritizing necessary work.
• Collaborate and coordinate cross-functionally to maintain a program used to identify high-risk feedback requiring follow-up from a resolutions team, including reports of service issues and complaints.

Job description

We’re building a world of health around every individual — shaping a more connected, convenient and compassionate health experience. At CVS Health®, you’ll be surrounded by passionate colleagues who care deeply, innovate with purpose, hold ourselves accountable and prioritize safety and quality in everything we do. Join us and be part of something bigger – helping to simplify health care one person, one family and one community at a time.

Position Summary

Our Enterprise Customer Experience and Insights organization is at the heart of our member, patient, and customer experiences as we have a unique focus on defining meaningful moments for those we serve. We help CVS Health deliver on its ambition to be the most trusted healthcare company by enabling differentiated customer experiences. We partner across the enterprise to drive measurable impact by amplifying customer voices, data, and insights. We listen, learn, innovate, and proactively intervene on behalf of customers, members, and patients, empowering colleagues and other stakeholders (brokers, providers, clients) to join us on the journey. The Manager of Healthcare Delivery Customer Experience will be responsible for the day-to-day operations of the customer experience program for CVS’ Healthcare Delivery lines of business, including work across MinuteClinic, Oak Street Health, and Signify. Responsibilities include reporting, providing actionable insights that deliver business results, and acting as a voice of the customer champion to advocate for our patients. You will report to the Lead Director of Customer Experience, Enterprise Insights. The role supports Customer Experience Measurement with the regular project management elements of these programs. This includes communication management, questionnaire design support and programming, stakeholder and vendor management, account team training and support, survey vendor/platform management, and analysis, among other duties. This role is critical to the day-to-day elements of facilitating large-scale CX programs in CVS Healthcare Delivery, specifically: Collect and elevate quantitative and qualitative customer feedback survey data. Plan, prioritize, and support rigorous analyses of customer feedback, journeys, and pain points to uncover valuable insights. Provide regular updates to key business partners using dashboards and presentations to share the customer story with broad audiences. Monitor trends, interpret feedback, and translate analysis and insights into compelling narratives used to collaborate with business partners to develop action plans. Design systems to promote feedback among Clinical and frontline colleagues to influence the design and development of the patient experience. Manage ad hoc customer insights data pulls and support projects, including cross-tab creation, results reporting, and presentation building. Support ongoing program management, including communications, scheduling, end-user training, data management, and assisting with vendor and stakeholder management. Assist in ongoing management of feedback collection technology and prioritizing necessary work. Collaborate and coordinate cross-functionally to maintain a program used to identify high-risk feedback requiring follow-up from a resolutions team, including reports of service issues and complaints.

Responsibilities

• Collect and elevate quantitative and qualitative customer feedback survey data.
• Plan, prioritize, and support rigorous analyses of customer feedback, journeys, and pain points to uncover valuable insights.
• Provide regular updates to key business partners using dashboards and presentations to share the customer story with broad audiences.
• Monitor trends, interpret feedback, and translate analysis and insights into compelling narratives used to collaborate with business partners to develop action plans.
• Design systems to promote feedback among Clinical and frontline colleagues to influence the design and development of the patient experience.
• Manage ad hoc customer insights data pulls and support projects, including cross-tab creation, results reporting, and presentation building.
• Support ongoing program management, including communications, scheduling, end-user training, data management, and assisting with vendor and stakeholder management.
• Assist in ongoing management of feedback collection technology and prioritizing necessary work.
• Collaborate and coordinate cross-functionally to maintain a program used to identify high-risk feedback requiring follow-up from a resolutions team, including reports of service issues and complaints.

Required Qualifications

• 5+ years of experience analyzing customer insights, or related 3+ years of experience creating reports and dashboards, performing statistical analyses, using Tableau, Excel, or similar software
• 3+ years of experience using PowerPoint or similar to create presentations
• 3+ years of experience of intermediate project/program management skills, including project planning, resource planning, and scenario planning
• 3+ years of experience manipulating and querying data, performing statistical analyses and/or basic knowledge of statistics

Preferred Qualifications

• Experience managing CX vendors: Medallia / Qualtrics / CSpace / Forrester, etc. Medallia experience is highly preferred
• Self-motivated and eager to take ownership of projects
• Clear verbal and written communication skills including email and PowerPoint presentations, and comfortable sharing in leadership meetings. Communications should be well organized, fluent, and meet basic brand standards for consistency of presentation, use of color palettes, fonts, etc.
• Able to build strong cross-functional relationships with stakeholders.
• Passion for customer insights, data analytics, and storytelling with data.
• Experience sharing insights broadly across an organization to large teams and corporate leadership, to inspire innovation and persuade improvement.
• Demonstrated attention to detail
• Proven innovative problem-solving abilities and decision-making skills; ability to anticipate and action opportunities
• Primary research experience; experience leveraging data & analytics, solving problems by collecting, organizing, analyzing, and interpreting data to generate insights
• An interest in continued learning and developing skillset
• Basic knowledge about Healthcare Industry and customer insights
• Experience with SPSS

Education

Bachelor's Degree in Statistics, Business, Social Sciences, or equivalent (HS Diploma + 4 years of relevant experience) required Master’s Degree in a relevant field preferred.

Employment Details

Anticipated Weekly Hours 40
Time Type Full time
Pay Range The typical pay range for this role is: $66,330.00 - $145,860.00 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.

Benefits

• Medical, dental, and vision coverage
• Paid time off
• Retirement savings options
• Wellness programs
• Other resources, based on eligibility

Great benefits for great people

This full‑time position is eligible for a comprehensive benefits package designed to support the physical, emotional, and financial well‑being of colleagues and their families.

Additional details about available benefits are provided during the application process and on Benefits Moments.

We anticipate the application window for this opening will close on: 10/14/2026

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

Company Culture

Our Work Experience is the combination of everything that's unique about us: our culture, our core values, our company meetings, our commitment to sustainability, our recognition programs, but most importantly, it's our people. Our employees are self-disciplined, hard working, curious, trustworthy, humble, and truthful. They make choices according to what is best for the team, they live for opportunities to collaborate and make a difference, and they make us the #1 Top Workplace in the area.