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 creating heartfelt, personalized moments. This is achieved through listening to customer feedback, identifying obstacles, and simplifying enterprise experiences. In this role, you will report directly to the Lead Director of Customer Experience, Enterprise Insights. Your responsibilities will include managing the regular project management elements of customer experience measurement programs, which encompass communication management, questionnaire design support, stakeholder and vendor management, account team training, survey vendor/platform management, and data analysis. You will play a critical role in facilitating large-scale tracking of customer experience studies in the retail sector. Key tasks will involve identifying and elevating customer feedback to drive actionable results through the analysis of survey data and text analytics. You will also be responsible for providing regular updates to key business partners via Tableau dashboards, which will combine data from various databases to create clear reports that effectively communicate the customer story. Additionally, you will manage ad hoc customer insights data pulls and support projects, including cross-tab creation, results reporting, and presentation building. This role also supports the overall customer experience program by managing communication and scheduling, data management, and assisting in vendor and stakeholder management. This position is hybrid, requiring in-office work three days a week (Tuesday, Wednesday, and Thursday) in one of the specified locations: Woonsocket, RI; Hartford, CT; Wellesley, MA; New York, NY; or Chicago, IL.