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
CVS Health is on a journey to become the most consumer-centric health company by creating best in class experiences for customers, members, clients, and colleagues. The Enterprise Customer Experience Team is responsible for measuring and driving action on consumer feedback and establishing a consumer-centric culture at CVS Health. This work is powered by innovative data-driven approaches that generate actionable insights to both solve customer pain points, and surprise and delight our consumers.
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The Senior Manager, Customer Experience (CX) Measurement - Aetna reports to the Lead Director of Customer Experience (CX) Measurement - Aetna and plays a critical role in helping CVS Health to achieve this goal. This role is focused on ensuring consistent and reliable measurement of the Aetna member experience and delivering actionable insights to key stakeholders across all our businesses.You'll make an impact by:
- Owning Aetna member experience measurement programs, including but not limited to on-going relationship and transactional survey programs.
- Ensuring consistent and reliable measurement of Aetna member experience, including but not limited to:
- Work with third-party survey platform partners and CVS Health IT and data engineering colleagues to ensure successful deployment of relationship and transactional survey programs.
- Maintain survey questionnaires, working with leaders and business partners to ensure surveys meet the needs of business and conform to best practices.
- Set, maintain and document survey weighting schemes and calculations for key performance metrics.
- Providing on-going standard and ad hoc reporting to Aetna business partners on member experience including advanced analytics when applicable.
- Maintaining survey platform dashboards, including self-serve improvements and revisions to platform and surveys.
- Providing strategic recommendations on continued evolution of CX Measurement programs including revisions to survey, analysis of feedback and new forms of measurement.
- 7-10 years of experience in measuring and analyzing customer feedback, generating insights and implications, and using the resulting insight to drive change / influence the customer experience.
- 1 year of experience owning and running customer experience survey programs
- 1 year of experience with Medallia, Qualtrics and other customer experience measurement platforms.
- Experience in the Healthcare Insurance Industry
- Ability to analyze structured and unstructured data using multiple tools and communicate those results to a diverse audience including senior leaders
- Proven ability to perform and interpret statistical analysis to tell data driven stories that can lead to actionable insights.
- Proven ability to build relationships across large and complex organizations and to communicate effectively and influence senior leadership.
- Strong Microsoft Office Suite, especially PowerPoint and Excel, and document management skills.
- Programming experience (R, Python, SAS, SPSS, etc.) and familiarity handling large datasets is a plus but is not required.
- Experience managing vendors relationships and implementing new platforms.
- Demonstrated ability to thrive in highly complex environments.
Bachelors Degree or equivalent experience ( 4 Years)Pay Range
The typical pay range for this role is:$82,940.00 - $182,549.00
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. This position also includes an award target in the company's equity award program.
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 HealthWe anticipate the application window for this opening will close on: 02/24/2025Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state and local laws.