Retail Customer Experience (CX) Measurement - Manager

$66,330 - $159,120/Yr

CVS Health - Hartford, CT

Full-time - Mid Level

Hartford, CT

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 customer experience reporting within the retail sector. 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 designed to enhance the customer experience by managing various aspects of customer feedback and ensuring that insights are effectively communicated to key stakeholders. In this role, you will report directly to the Lead Director of Customer Experience, Enterprise Insights. Your responsibilities will include managing the Customer Experience Measurement programs, which encompass project management tasks such as communication management, questionnaire design support, stakeholder and vendor management, and survey vendor/platform management. You will also be tasked with analyzing survey data and text analytics to identify customer feedback that can lead to actionable results. A significant part of your role will involve creating and maintaining Tableau dashboards that integrate data from multiple sources, allowing business partners to visualize and communicate the customer story effectively. You will also manage ad hoc customer insights data pulls, which includes cross-tab creation, results reporting, and presentation building. Additionally, you will support the overall CX Program by managing communication and scheduling, providing account team training, and assisting in vendor and stakeholder management. This position is hybrid, requiring you to work in the office three days a week (Tuesday, Wednesday, and Thursday) at one of the designated locations: Woonsocket, RI; Hartford, CT; Wellesley, MA; New York, NY; or Chicago, IL.

Responsibilities

• Oversee the day-to-day operations of customer experience reporting for CVS Health's retail sector.
• Act as the voice of the customer champion for CVS Health's retail stores.
• Manage the Customer Experience Measurement programs, including project management tasks.
• Design and support questionnaire development and programming.
• Facilitate stakeholder and vendor management.
• Analyze survey data and text analytics to identify actionable customer feedback.
• Create and maintain Tableau dashboards to visualize customer insights for business partners.
• Manage ad hoc customer insights data pulls, including cross-tab creation and results reporting.
• Support the CX Program through communication management, account team training, 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.
• 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 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 vendors.
• Basic data management skills, including data governance and quality assurance processes.
• Experience working on Medallia platforms.
• Primary research experience.
• Basic knowledge of 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 throughout the year.