Manager Customer Experience

Job DescriptionCVS Health is looking for a strong candidate to help us further our mission of creating the most consumer-centric health company to drive long-term sustainable growth. This individual will have experience designing customer experiences (CX) for the Cognitive AI enabled contact center at the enterprise level. As the Manager of Customer Experience, you will provide strategic implementation of the customer (member, provider and colleague) experience for our Cognitive AI enabled portfolio of products, including voice bots, chat bots and smarter tools for customer service colleagues across the Enterprise. You will collaborate with stakeholders and business unit leaders to broaden the understanding or skillsets in the organization for how e AI-enabled experiences are designed and continuously optimized. You will interact with leaders to align customer experience to enterprise strategy and drive the execution of experiences across delivery teams and business units. You are data-driven, strategic-minded, and have superior problem-solving abilities and people management skills. Responsibilities include: Assist and help lead the strategy for customer experience delivery across business unit contact center operations modernization initiatives Build, drive, and execute on a user experience vision, research, discovery, and strategy for experiences within our Cognitive AI portfolio of projects in concert with our overall CX strategy. Work in collaboration with stakeholders to ensure customer centricity to consistently deliver end-to-end customer experiences in accordance with the overall customer experience strategy Conduct usability testing on a regular basis. Collaborate with UX team to define and track to success metrics measuring customer experience (eg CSAT, NPS, etc) for all Cognitive AI products Assist and lead efforts to work with a variety of data sets to integrate information and identify trends that result in actionable insights for improvement to Cognitive AI performance and customer experience Work with peers and partners to contribute concepts to product strategy, develop user journeys, and influence decision-making as it relates to defining impactful experiences Assist leading a team of Customer Experience colleagues who will partner with the business to monitor effectiveness, recommend improvements, and support the on-going utilization all Cognitive AI products, including our Intelligent Agent Virtual Assistant.Pay RangeThe typical pay range for this role is:Minimum: 90,000Maximum: 180,000Please keep in mind that this range represents the pay range for all positions in the job grade within which this position falls. The actual salary offer will take into account a wide range of factors, including location.Required Qualifications 2+ years-experience designing multi-channel customer-centered experiences and driving CX best practices. 2+ years experience in leading design thinking workshops, extracting human-centered insights from key stakeholders, SMEs and users, facilitating ideation, and aligning vision.Preferred Qualifications Strong strategic vision for customer experience in Healthcare setting is a bonus. Prior experience with AI, chat/voice bots is a bonus. Experience with agile methodology Excellent relationship-building skills and proven ability to work collaboratively through various lines of business and functional areas, promoting a culture of proactive teamwork Strong research and analysis background, including user interviews, focus groups, ethnographic observation, concept validation, usability testing, and post-launch analysis Demonstrated understanding of how data and technology enable customer experience and human centered design Strong communication/presentation skills (verbal and written). Should have a high degree of comfort speaking with internal and external stakeholders Analytical mindset with proven experience using data and data-driven insights to support decisions and ability to represent them visually to all levels of an organizationEducationBachelor's Degree in business, technology or design program or direct and applicable work experience.Business OverviewBring 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. We proudly support and encourage people with military experience (active, veterans, reservists and National Guard) as well as military spouses to apply for CVS Health job opportunities.

Created: 2025-11-01