CVS Health - Hartford, CT
posted about 2 months ago
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.