Retail Customer Experience (CX) Measurement - Manager

$66,330 - $159,120/Yr

CVS Health - Chicago, IL

Full-time - Mid Level

Chicago, IL

5,001-10,000 employees

Health and Personal Care Retailers

About the position

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.

Responsibilities

• Oversee the day-to-day operations of Retail customer experience reporting.
• Provide actionable insights that drive business results and act as the voice of the customer for CVS Health's retail stores.
• Manage communication and support questionnaire design and programming for customer experience measurement.
• Conduct stakeholder and vendor management, including account team training and support.
• Analyze survey data and text analytics to identify customer feedback trends and drive actionable results.
• Create and maintain Tableau dashboards to provide regular updates to key business partners.
• Manage ad hoc customer insights data pulls, including cross-tab creation and results reporting.
• Support the CX Program by managing communication, scheduling, and data management.

Requirements

• 5+ years' experience analyzing customer insights or related fields.
• 3+ years' experience creating dashboards using Tableau.
• 3+ years' experience using Excel for data analysis.
• 3+ years' experience in PowerPoint for report building.
• 3+ years' experience in intermediate project/program management skills, including project planning and resource planning.
• 2+ years' experience in intermediate data analysis skills and/or basic knowledge of statistics.

Nice-to-haves

• Experience managing CX vendors such as Medallia, CSpace, or Forrester.
• Intermediate verbal and written communication skills, including leadership in meetings and PowerPoint presentations.
• Ability to build strong cross-functional relationships with stakeholders.
• Passion for customer insights, data analytics, and storytelling with data.
• Attention to detail and disciplined follow-up with stakeholders and vendor partners.
• Basic data management skills, including data governance and quality assurance processes.
• Experience working on Medallia platforms.
• Primary research experience.
• Basic knowledge about the Retail Industry and Pharmacy Retailers.
• Experience with SPSS.

Benefits

• Full range of medical, dental, and vision benefits.
• 401(k) retirement savings plan.
• Employee Stock Purchase Plan for eligible employees.
• Fully-paid term life insurance plan for eligible employees.
• Short-term and long-term disability benefits.
• Numerous well-being programs and education assistance.
• Free development courses.
• CVS store discount and discount programs with participating partners.
• Paid Time Off (PTO) and paid holidays throughout the calendar year.