Manager, Enterprise Customer Experience - Competitive

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. Position Summary The Manager for Competitive Intelligence will be the subject matter expert on competitive intelligence and will directly support decision making that drives business growth. This role will be responsible for helping drive CVS Health?s commitment to become the most customer focused healthcare company by understanding the competitive landscape across the healthcare and retail industries. Reporting directly to the Lead Director of Customer Experience, Enterprise Insight, the Manager will provide support in the execution of various Competitive CX studies for the Retail, PBM, and Heath Insurance businesses. Working with a cross functional team of insights professionals, customer experience, and consultants, this person will realize customer feedback strategy and provide insights that help create experience differentiation between CVS Health and it?s competitors. The ideal candidate will make an impact by? Identifying and elevating customer feedback to drive actionable results through analysis of survey data and text analytics. Explaining market headwinds and tailwinds on key themes impacting the industry and our business to executive-level audiences Effectively and efficiently combining data from various databases and creating clear reports that allow business partners to communicate the customer story Assisting with vendor/platform management by providing training and support as well as researching potential platform inconsistencies and opportunities for improvement Managing customer insights data pulls, and support projects; this includes, but is not limited to cross tab creation, consistent reporting of CX KPIs across business units, and presentation building Supporting Competitive CX Program, including (but not limited to): managing communication and scheduling meetings, account team training and support, data management, and assisting in vendor and stakeholder management Required Qualifications ? 5+ years? experience analyzing customer insights or related ? 3+ years? experience using Excel data analysis ? 3+ years? experience using PowerPoint / report building ? 3+ years? experience of intermediate project/program management skills including project planning, resource planning, and scenario planning ? 1+ years? experience of intermediate data analysis skills and/or basic knowledge of statistics ? Ability to travel up to 5% Preferred Qualifications ? Experience managing CX vendors: Medallia / CSpace / Forrester etc. ? Research and analysis background, with strong analytical and creative problem-solving skills including familiarity with a range of intelligence tools and data interpretation techniques ? Intermediate verbal and written communication skills including e-mail, communication and leadership in meetings, and PowerPoint presentations. Communications should be well organized, fluent and meet basic brand standards for consistency of presentation, use of color palates, fonts etc. ? Able to build strong cross-functional relationships with stakeholders ? Passion for customer insights, data analytics and storytelling with data ? Follow-up and attention to detail including disciplined follow up to e-mails from stakeholders and key vendor partners ? Basic data management skills including basic data governance (field descriptions and types, understanding of source, summary statistics) and basic quality assurance processes. Does not need to be an expert but must be able to communicate with experts. Education Bachelor's Degree or equivalent (HS Diploma + 4 years of relevant experience) required. Anticipated Weekly Hours 40 Time Type Full time Pay Range The typical pay range for this role is: $60,300.00 - $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. In addition to your compensation, enjoy the rewards of an organization that puts our heart into caring for our colleagues and our communities. The Company offers a full range of medical, dental, and vision benefits. Eligible employees may enroll in the Company?s 401(k) retirement savings plan, and an Employee Stock Purchase Plan is also available for eligible employees. The Company provides a fully-paid term life insurance plan to eligible employees, and short-term and long term disability benefits. CVS Health also offers numerous well-being programs, education assistance, free development courses, a CVS store discount, and discount programs with participating partners. As for time off, Company employees enjoy Paid Time Off (?PTO?) or vacation pay, as well as paid holidays throughout the calendar year. Number of paid holidays, sick time and other time off are provided consistent with relevant state law and Company policies. For more detailed information on available benefits, please visit Benefits | CVS Health We anticipate the application window for this opening will close on: 03/28/2025 Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state and local laws. Apply Job!