Description
CVS Health is seeking a Manager, Customer Experience (CX) Measurement – PSS to join their Enterprise Customer Experience Team. The successful candidate will play a critical role in measuring and driving action on consumer feedback, establishing a consumer-centric culture, and generating actionable insights to solve customer pain points.
Responsibilities:
- Provide logistic support for Caremark, Mail Order Pharmacy, and Specialty Pharmacy Member Experience Measurement programs
- Generate ongoing reporting of member experience
- Develop actionable insights about the member experience leveraging various data sources
- Present member experience insights to business partners and senior leadership
- Train colleagues to utilize Medallia platform
Requirements:
- 5+ years of experience in measuring and analyzing customer feedback, generating insights, and influencing the customer experience
- Bachelor's degree or 4+ years of equivalent experience
Preferred Qualifications:
- Experience with Medallia, Qualtrics, and other customer experience measurement platforms
- Experience in the Healthcare Insurance Industry
- Ability to analyze structured and unstructured data using multiple tools
- Programming experience (R, Python, SAS, SPSS, etc.) and familiarity handling large datasets
Benefits:
- Comprehensive benefits package, including medical, dental, and vision coverage, paid time off, retirement savings options, and wellness programs
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