CVS Health - Chicago, IL
posted about 2 months ago
The Manager of Retail Customer Experience at CVS Health is responsible for overseeing the daily operations of the Retail customer experience reporting. This role is pivotal in providing actionable insights that drive business results and serves as the voice of the customer for CVS Health's extensive network of over 9,000 retail stores. The position is situated within the Customer Success and Growth Organization, which focuses on enhancing member, patient, and customer experiences by defining meaningful moments and simplifying enterprise experiences. The Manager will report directly to the Lead Director of Customer Experience, Enterprise Insights. In this role, the Manager will engage in various project management activities related to Customer Experience Measurement. This includes managing communication, supporting questionnaire design and programming, overseeing stakeholder and vendor management, and providing training and support to account teams. The Manager will also be responsible for survey vendor/platform management and conducting thorough analyses of customer feedback to elevate insights that drive actionable results. This involves analyzing survey data and text analytics to identify trends and areas for improvement. The Manager will regularly update key business partners through Tableau dashboards, integrating data from multiple databases to create clear and compelling reports that communicate the customer story effectively. Additionally, the role includes managing ad hoc customer insights data pulls, cross-tab creation, results reporting, and presentation building. The Manager will support the CX Program by managing communication and scheduling, data management, and assisting in vendor and stakeholder management. This hybrid position requires working three days a week in one of the CVS Health offices located in Woonsocket, RI; Hartford, CT; Wellesley, MA; New York, NY; or Chicago, IL.