Retail Customer Experience (CX) Measurement - Manager

$66,330 - $159,120/Yr

CVS Health - Chicago, IL

Full-time - Mid Level

Chicago, IL

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 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.

Responsibilities

• Oversee the day-to-day operations of Retail customer experience reporting.
• Provide actionable insights that deliver business results.
• Act as the voice of the customer champion for CVS Health's retail stores.
• Manage communication and project management elements of customer experience measurement programs.
• Support questionnaire design and programming.
• Handle stakeholder and vendor management.
• Train and support account teams.
• Manage survey vendor/platforms and data analysis.
• Identify and elevate customer feedback to drive actionable results through analysis of survey data and text analytics.
• Provide regular updates to key business partners through Tableau dashboards.
• Manage ad hoc customer insights data pulls and support projects, including cross-tab creation and results reporting.

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 using 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 email and leadership in meetings.
• 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 vendors.
• Basic data management skills including data governance and quality assurance processes.
• Experience working on Medallia platforms is preferred.
• Primary research experience.
• Basic knowledge about the Retail Industry and customer insights.
• Experience with SPSS.

Benefits

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