Senior Manager Digital Customer Experience Management

Job DescriptionThe Senior Manager Digital Customer Experience Management will be responsible for leading the team to drive continuous Customer Satisfaction Initiatives within the Digital Product portfolio. This person will drive the Voice of the Customer initiatives by implementing, using, and optimizing various tools (Foresee, Opinion Lab, surveys) and processes to listen to and gather insights from customers. This person will also implement and optimize various tools, processes, and standard operating procedures by working closely with members of the entire Digital organization and IT.The role must be an avid researcher, be intellectually curious, and be able to prioritize and organize vast amounts of information.Required Qualifications5-8 years of experience with Digital Product Ownership/ Management with the Voice of the Customer / Customer Experience Management. Prior work experience in a similar Customer Experience Management role in a mid to large corporation.5+ years of experience with managing multiple projects and work streams independently.3+ year of experience with survey analysis tools such as, Foresee, Opinion Lab, Medallia and/or Quantum Metrics. 5-8 years of experience in roles requiring professional business acumen communication skills with demonstrated experience engaging and influencing senior executives. 3+ years of experience collaborating and partnering with multiple groups (IT, Marketing, Product Management, Operations) with a flexible, positive attitude and ability to get results.2+ year of Performance Management, Leadership or Team Lead experience. 3-5 years of experience in roles requiring strong ability to drive collaborative discussions and decisions with key stakeholders and demonstrated ability to work cross-functionally. Able to ask the right questions and challenges assumptions to understand the fundamentals of any situation. The ability to be decisive and come to the table with a point of view. Understands technical concepts, manage tradeoffs, and evaluate opportunistic new ideas with internal and external partners.3+ years of experience with problem solving, issue-resolution, ability to work in a deadline driven work environment, attention to detail. Able to organize information and create frameworks to identify trends and communicate complex information in a simple way.5+ year of experience creating reports and presentations using MS Office Suite programs. This is a remote position but must be able to work east coast hours.COVID RequirementsCOVID-19 Vaccination RequirementCVS 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 QualificationsAgile / SAFe experienceAbility to synthesize data from multiple sources including primary and secondary, qualitative, and quantitative.EducationBachelor's Degree or Equivalent Work ExperienceBusiness OverviewBring your heart to CVS HealthEvery 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.

Created: 2025-11-15