[Hiring] Senior Manager of Enterprise Customer Experience Analysis @CVS Health

Role Description

CVS Health is on a journey to becoming the most trusted health company and creating optimal experiences for customers, members, clients, and colleagues. The Senior Manager of Enterprise Customer Experience Analysis will play a critical role in helping CVS Health achieve this goal. This role will be pivotal to igniting a customer-centric culture.

  • Embed artificial intelligence and machine learning into how we listen to, understand, and act on the voice of our customers, members, and patients.
  • Spearhead and implement new ML/AI to measure and deploy capabilities to accelerate our best-in-class customer experience program.
  • Lead analysis of customer experience signals across digital, operational, and AI-driven channels (e.g., sentiment, competitive positioning, emerging experience drivers).
  • Translate complex data and analytics into clear, actionable insights for senior leadership.
  • Connect customer experience drivers to business performance metrics and Management Incentive Plan (MIP) outcomes.
  • Identify risks and opportunities impacting customer experience and performance targets, and recommend prioritized actions.
  • Partner cross-functionally with teams across marketing, digital, analytics, and business units to align on CX priorities and execution.
  • Support development and adoption of new CX measurement capabilities, including AI-driven insights and emerging platforms.
  • Contribute to recurring reporting and storytelling, including executive presentations, dashboards, and business reviews.
  • Enable stakeholders to understand and act on CX insights through clear communication, tools, and frameworks.

Qualifications

  • 7+ years of developing large-scale data structures and pipelines to organize, writing ETL/ELT (Extract / Transform / Load) processes, collect and standardize data that help generate insights and address reporting needs.
  • Proven experience utilizing enterprise cloud SQL environments and statistical packages to extract and analyze data, enabling actionable insights, complex problem-solving, and a strong customer service orientation.
  • 5+ years building & automating data pipelines, applying data transformation, and integrating key business logic preferably using AI native.
  • 2+ years leading projects end-to-end, including mentoring junior analysts and/or technical teams.
  • 1+ year creating and managing a team of AI Agents, MCP, RAG, or maintaining a context allowing agents to execute workflows.

Preferred Qualifications

  • Experience working with survey, behavioral, or health operational data in the Healthcare or Insurance industry.
  • Experience with generative AI and LLM APIs (OpenAI, Anthropic, Google Gemini, etc.) and prompt engineering for enterprise analytics use cases.
  • Background in forecasting, scenario modeling, or financial linkage related to CX or operational performance (including MIP support).
  • Experience using AEO/SEO/GEO, brand metrics, and other social data to benchmark and monitor external sentiment and visibility.
  • Experience managing vendor relationships for AI/ML platforms and CX measurement tools (e.g., Medallia, Qualtrics, Forsta).
  • Proven ability to influence leadership and business partners, prioritize competing workstreams, and build relationships across large and complex organizations.
  • Ability to analyze data using business intelligence tools such as (PBI, Tableau, Looker) to monitor and automatically track trends.
  • Work with a large cross-functional team, including multiple digital scrum teams, IT project, legal and other partners, to develop solutions.

Education

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

Pay Range

The typical pay range for this role is: $75,400.00 - $199,144.00. 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.

Benefits

  • Comprehensive and competitive mix of pay and benefits.
  • Medical, dental, and vision coverage.
  • Paid time off.
  • Retirement savings options.
  • Wellness programs and other resources, based on eligibility.
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