Senior Analyst, Customer Experience

Job not on LinkedIn

🔥 0 minutes ago

🏖️ New Jersey – Remote

🏖️ New Jersey – Remote

💵 $47k - $112.2k / year

⏰ Full Time

🟠 Senior

💝 Customer Support

Apply Now

Find Similar Remote Jobs

Set Up Email Alert For New Jobs

📊 Check your resume score for this job

Improve your chances of getting an interview by checking your resume score before you apply.

Upload Resume

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

• Develop, enhance, and operationally support the Retail NOVA synthetic NPS measurement framework • Manage end-to-end analytics processes for Retail Pharmacy customer experience measurement • Design and maintain data pipelines, model monitoring processes, and performance tracking • Translate customer feedback, call transcripts, and operational signals into measurable experience outcomes • Identify customer pain points, service opportunities, and operational risks through advanced analytics • Develop predictive and diagnostic analyses to improve satisfaction, loyalty, and retention • Create executive-level reporting and storytelling with business impact and recommended actions • Support experimentation, model validation, and continuous improvement initiatives • Partner with AI, data science, and engineering teams to operationalize GenAI-enabled insight solutions • Support integration of conversational AI, speech analytics, and experience intelligence capabilities • Evaluate new data sources and analytical techniques • Contribute to enterprise AI and customer experience modernization initiatives • Partner with Retail Operations, Customer Experience, Product, Digital, and Analytics teams • Gather business requirements and translate them into scalable analytical solutions • Present findings and recommendations to senior leadership • Serve as a subject matter expert for Retail NOVA and customer experience measurement methodologies

🎯 Requirements

• Bachelor's degree in Analytics, Statistics, Data Science, Economics, Mathematics, Computer Science, or related field • Advanced SQL and data analysis skills • Experience working with large and complex datasets • Experience developing dashboards and data visualizations using Power BI, Tableau, or similar tools • Strong problem-solving and quantitative analytical skills • Excellent communication and executive presentation skills • Preferred: experience with predictive modeling, machine learning, or statistical analysis • Preferred: knowledge of NPS, CSAT, CES, or synthetic measurement methodologies • Preferred: experience analyzing customer feedback, survey data, or contact center interaction data • Preferred: exposure to AI, natural language processing, or speech analytics solutions • Preferred: healthcare, retail pharmacy, or customer service analytics experience

🏖️ Benefits

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