CVS Health

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Marketing Senior Manager - Customer Experience

at CVS Health

Posted: 2/12/2020
Job Reference #: 1198131BR

Job Description

Job Description
As the Customer Experience Senior Manager, you will support CVS Caremark in elevating, growing and enriching a customer-focused environment, helping empower members to become successful health care consumers. You will be leading a small, engaged team and will collaborate with the Director to define CVS Caremark’s customer experience mission, develop a multi-year strategic plan, and lead its implementation and integration throughout the organization. You will develop, lead, and manage the program. You will also lead cross-departmental teams of assessment, reporting and implementation specialists to complete the required work. Some of your key responsibilities will include:

- Supporting the collection and validation of information to make strategic decisions

- Aid in building a holistic, enterprise member journey approach to support the customer experience strategy

- Developing a journey playbook through a CX lens into member touch points

- Assisting in the development and implementation of a Customer Experience Enablement Model that is integrated into the overall strategy

- Defining programs to achieve funding from within Marketing budget, and/or define and obtain new funding from Executive Leadership team in order to support CX improvement

- Mapping customer journeys and aligning metrics to understand key drivers and opportunities to measure the effectiveness of the experience.

- Developing and implementing a Voice of the Customer program that focuses on the key moments of truth

- Partner with Customer Insights & Enterprise Analytics to build dashboards for baseline and tracking

- Recommending and driving new initiatives or scale effective initiatives that exist in only one line of business

- Collaborate with business leaders to create CVS Caremark experiences that are unique to the industry, yet distinct to our brand

- Recruit, lead, and support the growth of team members

Your success will be determined by your ability to create a lasting impact to our members and customers in a fast paced and dynamic environment. You will also need to drive the organization towards a digital first experience to enable our members throughout their journey. The contributions that you and your team make will help CVS health to maintain our position in the PBM Marketplace.

Required Qualifications
* Minimum 8 years’ experience; preferably for a managed healthcare plan

Preferred Qualifications
* Experience in a customer-centric mindset (e.g. retail or consumer-focused company)
* Knowledge of, or expertise in member/customer centered design
* Ability to be an evangelist for member/customer centricity; helping creating evangelists across the organization
* Experience in people / team management including developing and growing talent
* Collaboration / negotiation skills in support of the needs of multiple partners
* Demonstrated experience with continuous quality and process improvement work
* Demonstrated ability leading/facilitating project teams and interdepartmental work groups
* Commitment to providing outstanding customer service
* Project management experience
* Excellent ability to prioritize

* Bachelors Degree is required
* Masters Degree is preferred

Business Overview
It’s a new day in health care.

Combining CVS Health and Aetna was a transformative moment for our company and our industry, establishing CVS Health as the nation’s premier health innovation company. Through our health services, insurance plans and community pharmacists, we’re pioneering a bold new approach to total health. As a CVS Health colleague, you’ll be at the center of it all.

We offer a diverse work experience that empowers colleagues for career success. In addition to skill and experience, we also seek to attract and retain colleagues whose beliefs and behaviors are in alignment with our core values of collaboration, innovation, caring, integrity and accountability.

CVS Health is an equal opportunity/affirmative action employer. Gender/Ethnicity/Disability/Protected Veteran - we highly value and are committed to all forms of diversity in the workplace. 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. We comply with the laws and regulations set forth in the following EEO is the Law Poster: EEO IS THE LAW and EEO IS THE LAW SUPPLEMENT. We provide reasonable accommodations to qualified individuals with disabilities. If you require assistance to apply for this job, please contact our Advice and Counsel Reasonable Accommodations team. Please note that we only accept applications for employment via this site.

If technical issues are preventing you from applying to a position, contact Kenexa Helpdesk at 1-855-338-5609 or For technical issues with the Virtual Job Tryout assessment, contact the Shaker Help Desk at 1-877-987-5352.

Application Instructions

Please click on the link below to apply for this position. A new window will open and direct you to apply at our corporate careers page. We look forward to hearing from you!