Bring your heart to CVS Health. Every one of us at CVS Health shares a single, clear purpose: Bringing our heart to every moment of your health. This purpose guides our commitment to deliver enhanced human-centric health care for a rapidly changing world. Anchored in our brand — with heart at its center — our purpose sends a personal message that how we deliver our services is just as important as what we deliver.
 
Our Heart At Work Behaviors™ support this purpose. We want everyone who works at CVS Health to feel empowered by the role they play in transforming our culture and accelerating our ability to innovate and deliver solutions to make health care more personal, convenient and affordable.

Our Customer Success and Growth Organization is at the heart of our member, patient, and customer experiences as we have a unique focus on defining meaningful moments for those we serve. Our north star is creating heartfelt, personalized moments by listening to feedback to remove existing obstacles and simplify enterprise experiences. You are joining a team that cares for the well-being of our colleagues by working together in a supportive, collaborative, and agile environment.  

 

Position Summary:  

It is an exciting time in healthcare. The industry continues to evolve and the opportunities to drive real change and improve the health of millions are endless – and CVS Health is at the center of this transformation. As part of the Enterprise Experience and Growth team – under our Chief Customer and Experience Officer, you will play a pivotal role in shaping how we engage with consumers across our breadth of diverse assets, while simultaneously driving growth for one of the largest healthcare companies in the world. Our Experience and Growth team is a small, high-performing group that works closely with senior leadership to pave the way for the future of our company. 

 

This Senior Manager will be responsible for supporting development of our strategy to deliver connected, omnichannel consumer care experiences and care journeys across our assets. This includes internal and external consumer research and identification and sizing of opportunities.  In addition, this role will be responsible for execution against aligned upon key patient experience initiatives.  This role will work in a highly matrixed, cross-functional environment. 

 

Primary Responsibilities include: 

Work with leadership across the Enterprise to: 

·       Lead extensive research on identified/prioritized customer segments to inform future-state patient journey; synthesize breadth of information into actionable insights 

·       Identify new initiatives with a focus on driving growth for our health services segment; scan the market for innovation and disruption, staying current on essential consumer insights, and tracking health and retail industry trends 

·       Support future-state journey development and define the key areas of opportunity for CVSH to drive experience improvements, connectivity across experience points, and consumer & market differentiation; develop business cases to support new initiatives 

·       Articulate and communicate complex topics to a C-suite audience, with excellent presentation skills and strong executive presence 

·       Work with analytics teams to track outcomes of activated initiatives 

·       Understand and have strong interest in fundamental aspects of care delivery 

 

Required Qualifications 

·       7+ years’ experience in strategy, product, healthcare or patient experience roles 

·       2+ years’ experience developing business cases for new initiatives 

·       2+ years’ experience developing presentations and support material to successfully implement strategy 

·       1+ years’ experience applying consumer insights to business problems 

 

Preferred Qualifications 

·       Proven skills in developing strategic frameworks and storytelling rooted in relevant, fact-base and key assumptions 

·       Simultaneously manage multiple high-profile and high-impact projects 

·       Experience with cross functional initiatives, with a high degree of complexity 

·       Excels at solving ambiguous and complex problems with strong analytical acumen 

·       Technical/functional expertise in management consulting, financial analysis, operations management and/or marketing 

·       Care delivery knowledge/background  

 
Education 

Bachelor's degree or equivalent (HS Diploma + 4 years of relevant experience) required 

MBA or Masters degree preferred 

Pay Range

The typical pay range for this role is:

$82,940.00 - $199,144.80

This pay range represents the base hourly rate or base annual full-time salary for all positions in the job grade within which this position falls.  The actual base salary offer will depend on a variety of factors including experience, education, geography and other relevant factors.  This position is eligible for a CVS Health bonus, commission or short-term incentive program in addition to the base pay range listed above.  This position also includes an award target in the company’s equity award program. 
 
In addition to your compensation, enjoy the rewards of an organization that puts our heart into caring for our colleagues and our communities.  The Company offers a full range of medical, dental, and vision benefits.  Eligible employees may enroll in the Company’s 401(k) retirement savings plan, and an Employee Stock Purchase Plan is also available for eligible employees.  The Company provides a fully-paid term life insurance plan to eligible employees, and short-term and long term disability benefits. CVS Health also offers numerous well-being programs, education assistance, free development courses, a CVS store discount, and discount programs with participating partners.  As for time off, Company employees enjoy Paid Time Off (“PTO”) or vacation pay, as well as paid holidays throughout the calendar year. Number of paid holidays, sick time and other time off are provided consistent with relevant state law and Company policies. 
 
For more detailed information on available benefits, please visit Benefits | CVS Health

We anticipate the application window for this opening will close on: 10/25/2024

Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state and local laws.