Manager, Customer Experience – Healthcare Delivery

This is a fully remote position, open to applicants in Connecticut.

📋 Description

• Oversee the daily operations of the customer experience program for CVS Health's Healthcare Delivery divisions, which include MinuteClinic, Oak Street Health, and Signify.

• Analyze and report on customer experience initiatives, delivering actionable insights that drive business outcomes.

• Advocate for the voice of the customer and represent patient interests.

• Assist in measuring customer experience and managing ongoing project activities.

• Handle communications, support questionnaire design and programming, engage with stakeholders and vendors, train account teams, manage survey vendors/platforms, and conduct data analysis.

• Gather and elevate both quantitative and qualitative data from customer feedback surveys.

• Organize, prioritize, and assist in analyzing customer feedback, customer journeys, and identified pain points.

• Provide business partners with updates through dashboards and presentations.

• Track trends, interpret customer feedback, and convert insights into actionable narratives and plans.

• Develop systems that encourage feedback from clinical and frontline team members.

• Manage ad hoc requests for customer insights data, including cross-tabulation, reporting results, and building presentations.

• Support communication efforts, scheduling, end-user training, data management, vendor oversight, and stakeholder engagement.

• Oversee feedback collection technologies and prioritize essential tasks.

• Coordinate a program to identify high-risk feedback needing follow-up by a resolutions team, addressing service issues and complaints.

⛳️ Requirements

• A minimum of 5 years of experience in analyzing customer insights or a related field.

• At least 3 years of experience in creating reports and dashboards, conducting statistical analyses, and utilizing Tableau, Excel, or similar tools.

• Over 3 years of experience using PowerPoint or similar software to develop presentations.

• A minimum of 3 years of intermediate project or program management experience, including project and resource planning as well as scenario planning.

• At least 3 years of experience in data manipulation and querying, performing statistical analyses and/or possessing basic statistical knowledge.

• A Bachelor's Degree in Statistics, Business, Social Sciences, or a comparable field is required.

• A high school diploma plus 4 years of relevant experience can be considered as an alternative to the bachelor's degree.

• Experience managing customer experience vendors like Medallia, Qualtrics, CSpace, or Forrester.

• Preference will be given to candidates with Medallia experience.

• Strong verbal and written communication skills, particularly in email and PowerPoint presentations.

• Ability to forge robust cross-functional relationships with stakeholders.

• A passion for customer insights, data analytics, and data storytelling.

• Proven attention to detail.

• Innovative problem-solving and decision-making skills.

• Experience in primary research.

• Ability to leverage data and analytics for generating insights.

• Basic understanding of the healthcare industry and customer insights.

• Familiarity with SPSS is a plus.

• A Master's Degree in a relevant discipline is preferred.

🏝️ Benefits

• Medical coverage.

• Dental coverage.

• Vision coverage.

• Paid time off.

• Retirement savings options.

• Wellness programs.

• Additional resources supporting physical, emotional, and financial well-being.

• Eligibility for CVS Health bonus, commission, or short-term incentive program in addition to base salary.