Manager, Customer Experience – Healthcare Delivery

Job not on LinkedIn

🔥 1 minute ago

🦌 Connecticut – Remote

🦌 Connecticut – Remote

💵 $66.3k - $145.9k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

💝 Customer Support

👻 Ghost score 0%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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CVS Health

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1963

🏥 Healthcare

⚕️ Healthcare Insurance

🛒 Retail

Healthcare • Healthcare Insurance • Retail

CVS Health is a leading American healthcare company dedicated to improving health access and affordability. The company focuses on a comprehensive approach that includes health services, health insurance, and pharmacy benefits management. Through its subsidiaries, such as Aetna and CVS Caremark, CVS Health offers a range of services that facilitate wellness, condition management, and affordable prescription drug coverage. CVS Health operates neighborhood pharmacies, provides mail-order pharmacy services, and manages specialty medication programs, aiming to make healthcare convenient and accessible for everyone. Driven by a mission to connect people with essential care services, CVS Health is committed to fostering healthier communities and supporting the wellbeing of all individuals.

📋 Description

• Manage day-to-day operations of the customer experience program for CVS Health's Healthcare Delivery lines of business, including MinuteClinic, Oak Street Health, and Signify • Report on customer experience programs and provide actionable insights that deliver business results • Champion the voice of the customer and advocate for patients • Support customer experience measurement and regular project management activities • Manage communications, questionnaire design support and programming, stakeholders, vendors, account team training, survey vendor/platform management, and analysis • Collect and elevate quantitative and qualitative customer feedback survey data • Plan, prioritize, and support analyses of customer feedback, journeys, and pain points • Provide updates to business partners through dashboards and presentations • Monitor trends, interpret feedback, and translate insights into narratives and action plans • Design systems to promote feedback among clinical and frontline colleagues • Manage ad hoc customer insights data pulls, cross-tab creation, results reporting, and presentation building • Support communications, scheduling, end-user training, data management, vendor management, and stakeholder management • Manage feedback collection technology and prioritize necessary work • Coordinate a program identifying high-risk feedback requiring follow-up from a resolutions team, including service issues and complaints

🎯 Requirements

• 5+ years of experience analyzing customer insights, or related • 3+ years of experience creating reports and dashboards, performing statistical analyses, and using Tableau, Excel, or similar software • 3+ years of experience using PowerPoint or similar to create presentations • 3+ years of intermediate project/program management skills, including project planning, resource planning, and scenario planning • 3+ years of experience manipulating and querying data, performing statistical analyses and/or basic knowledge of statistics • Bachelor's Degree in Statistics, Business, Social Sciences, or equivalent required • HS Diploma + 4 years of relevant experience accepted as an alternative to the bachelor's degree • Experience managing CX vendors such as Medallia, Qualtrics, CSpace, or Forrester • Medallia experience highly preferred • Clear verbal and written communication skills, including email and PowerPoint presentations • Ability to build strong cross-functional relationships with stakeholders • Passion for customer insights, data analytics, and storytelling with data • Demonstrated attention to detail • Innovative problem-solving and decision-making abilities • Primary research experience • Experience leveraging data and analytics to generate insights • Basic knowledge of the healthcare industry and customer insights • Experience with SPSS • Master's Degree in a relevant field preferred

🏖️ Benefits

• Medical coverage • Dental coverage • Vision coverage • Paid time off • Retirement savings options • Wellness programs • Other resources supporting physical, emotional, and financial well-being • Eligibility for CVS Health bonus, commission or short-term incentive program in addition to base pay