At CVS Health, we’re building a world of health around every consumer and surrounding ourselves with dedicated colleagues who are passionate about transforming health care.
As the nation’s leading health solutions company, we reach millions of Americans through our local presence, digital channels and more than 300,000 purpose-driven colleagues – caring for people where, when and how they choose in a way that is uniquely more connected, more convenient and more compassionate. And we do it all with heart, each and every day.

POSITION SUMMARY

CVS Health is on a journey to becoming the most consumer-centric health company and creating optimal experiences for customers, members, clients, and colleagues. The Senior Manager of CX Product Delivery will play a critical role in helping CVS Health to achieve this goal. As we deliver enhanced value and improved health outcomes for consumers and CVS Health, this role will be pivotal to igniting a customer centric culture.
As a Senior Manager on the ECX Product delivery team, you will lead a team focused on building, enhancing, and deploying new platforms to identify, measure, and improve customer experience while assisting CVS Health’s mission statement and profitability targets.
This position will require continuous collaboration and consultation with complex, cross-functional stakeholder management, to ensure the desired business outcome is defined, achieved and articulated. The ideal candidate is an initiative-taker, detail-oriented, highly organized and must exhibit strong communication, storytelling, and change management skills. The ideal candidate has a process improvement mindset. Additional tasks will include the responsibility of proactively finding, synthesizing, and delivering actionable insights to key stakeholders and providing guidance and developing to up to 2 junior team members.

REQUIRED QUALIFICATIONS

8+ years of integrate relevant data and information into the business strategy and apply the findings to positively impact our business and share key insights and actions based on data and metrics.
7+ Strong storytelling and narration skills to distill the complex solutions being implemented into understandable stories tied to business value.
7+ years preparing and providing updates and reporting for senior management and business partners highlighting successes, areas for improvement, and strategic recommendations, primarily through PowerPoint presentations.
6+ year demonstrating experience managing project timelines, resources, and tracking project ROI using project management tools such as Excel, JIRA, Trello, MS Project, etc.
6+ Demonstrated experience working with large cross-functional teams, including multiple digital scrum teams, IT project teams, legal teams and other partners, to develop solutions.
6+ years demonstrating working understanding of SDLC, AI/ML techniques, LLM and text analytical approached to deploy for understand customer pain points at an enterprise scale.
6+ Demonstrated relationship management skills at the senior level; capacity to quickly build and maintain credible relationships at varying levels of the organization simultaneously.
5+ year of leading cross-functional teams, in partnership with vendors and business stakeholders, to collect requirements, develop implementation strategies / timelines, and deliver CX product enhancements on time and to specification.
5+ years of manage and develop strong, collaborative relationships with partners across the organization and cross-functional teams.
5+ years of experience creating and maintaining documentation / artifacts that include, but are not limited to business requirements, data dictionaries, project notes, project postmortems, central repositories, etc.
5+ years of manage and develop a team of at least two direct reports.

PREFERRED QUALIFICATIONS

Experience in the Healthcare Insurance, Pharmacy, or Retail Industries.
Experience working with Survey and Healthcare operational data.
PMP Certified.
Proven ability to work in cross-functional & project-based teams.
Experience managing vendor relationships and implementing new platforms.
Proven ability to influence leadership and business partners, prioritize competing workstreams, and build relationships across large and complex organizations.
Deep experience working with customer feedback, synthesizing it for implications, and using the resulting insights to drive change / influence the customer experience.
Demonstrated ability to thrive in highly complex environments.
Comfort with ambiguity, ability to create a process where one doesn’t exist and deliver results.

EDUCATION

Bachelor’s Degree or equivalent experience

Please refer the Job description for details