Manager, Customer Experience – Healthcare Delivery
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Job Description
Customer experience manager improving patient feedback across CVS Health's MinuteClinic, Oak Street Health, and Signify. Analyzing insights, managing CX programs, and guiding healthcare delivery improvements.
Responsibilities:
- 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
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