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Job Details

CVS Health

Digital Customer Experience Analyst (2091329BR)





Boston, Massachusetts, United States

Job Description
As a vital member of the Digital Customer Experience Management team, this individual will help to support Voice of Customer insights and Operational Monitoring for priority areas across the enterprise. This individual will utilize both qualitative and quantitative data to ensure optimal site health and move the needle on satisfaction scores. Qualitative data will include current Voice of Customer tools to gain actionable insights, while closely collaborating with product managers, analytics, and IT teams to take these insights to market. Quantitative data and analysis will include funnel flow analytics and key metric dashboards. This person will be responsible for staying abreast of the fast-moving industry to identify the latest market developments, synthesize competitive research insights, and inform a product roadmap that drives customer satisfaction and improved conversion. This individual must be an avid researcher, intellectually curious, and be able to prioritize and organize vast amounts of information.

Digital CX
Proactive Insights
- Utilizing an array of “Voice of Customer” tools, the CEM Analyst will identify actionable market insights for future customer centric enhancements.
- These tools may include customer surveys, direct customer feedback, market research, call shadowing, competitive benchmarking, and other tools.
- Leveraging our analytics and IT teams along with external stakeholders to prioritize these insights will be key.

Reactive Insights
- Day to day monitoring of “site health” from the VoC perspective. Quickly pinpoint and triage existing customer pain points.
- Leverage our analytics and IT teams to prioritize production issues and trends.
- Analyze and take action on key metrics, in partnership with Product Managers and IT teams.
- Day to day review of key site health metrics.

- Develop a product roadmap based off of customer insights, cross-department collaboration, and company goals.
- Working with analytics and IT teams, this individual will create business cases to support product recommendations.
- Identify/prioritize optimization testing opportunities across the breadth of our digital tools.

- The CEM Analyst will act as a digital subject matter expert.
- Full understanding of our existing features and the value they drive for our customers.
- The CEM Analyst will evangelize the digital story across the enterprise.
- The CEM Analyst will manage small projects in support of the Product Management team.

Required Qualifications
1+ year of professional experience or prior internship, co-op, or project experience (in retail, healthcare, IT, digital, or software)

COVID Requirements

COVID-19 Vaccination Requirement
CVS Health requires certain colleagues to be fully vaccinated against COVID-19 (including any booster shots if required), where allowable under the law, unless they are approved for a reasonable accommodation based on disability, medical condition, religious belief, or other legally recognized reasons that prevents them from being vaccinated.

You are required to have received at least one COVID-19 shot prior to your first day of employment and to provide proof of your vaccination status or apply for a reasonable accommodation within the first 10 days of your employment. Please note that in some states and roles, you may be required to provide proof of full vaccination or an approved reasonable accommodation before you can begin to actively work.

Preferred Qualifications
-Experience in quantitative and qualitative analysis and research

-Passion for Digital for digital solutions and empathy to continuously improve the customer experience.

-Strong analytical and technical skills

-Excellent written and verbal communication skills

-Well organized, entrepreneurial, and able to prioritize among multiple projects with limited supervision

-Outstanding interpersonal skills and ability to develop relationships across diverse teams

-Demonstrated leadership experience

-Adaptability and flexibility for a dynamic work environment

-Proficiency in Microsoft Excel and PowerPoint

-Technology savvy with an eye for continually improving customer experience

-Strengths in structured and logical thinking, problem solving, issue resolution, and attention to detail

Bachelor's Degree or equivalent experience

Business Overview
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.
We strive to promote and sustain a culture of diversity, inclusion and belonging every day.
CVS Health is an affirmative action employer, and is an equal opportunity employer, as are the physician-owned businesses for which CVS Health provides management services. We do not discriminate in recruiting, hiring, promotion, or any other personnel action based on race, ethnicity, color, national origin, sex/gender, sexual orientation, gender identity or expression, religion, age, disability, protected veteran status, or any other characteristic protected by applicable federal, state, or local law.