Job Description
Sr. Manager of Customer Experience:
CVS Health is looking for a strong leader 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 Senior Manager of Customer Experience, you will provide strategic leadership 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 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• Develop and drive high standards for driving a premium and consistent customer experience• Conduct usability testing on a regular basis• In parallel with the CX Director, drive efforts related to on-going monitoring, stabilization and improvements for all Cognitive AI products• 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 Voicebot.
Required Qualifications• 5+ years-experience designing multi-channel customer-centered experiences• 3+ years experience leading customer experience teams.• 2+ years experience in leading design thinking workshops, extracting human-centered insights from key stakeholders, SMEs and users, facilitating ideation, and aligning vision
COVID Requirements
CVS Health requires its 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, or religious belief that prevents them from being vaccinated.
If you are 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 within the first 10 days of your employment. For the two COVID-19 shot regimen, you will be required to provide proof of your second COVID-19 shot within the first 45 days of your employment. In some states and roles, you may be required to provide proof of full vaccination before you can begin to actively work. Failure to provide timely proof of your COVID-19 vaccination status will result in the termination of your employment with CVS Health.
If you are unable to be fully vaccinated due to disability, medical condition, or religious belief, you will be required to apply for a reasonable accommodation within the first 10 days of your employment in order to remain employed with CVS Health. As a part of this process, you will be required to provide information or documentation about the reason you cannot be vaccinated. In some states and roles, you may be required to have an approved reasonable accommodation before you can begin to actively work. If your request for an accommodation is not approved, then your employment may be terminated.
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• 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• 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 executive presence with outstanding 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 organization
Education
Bachelor's degree
Business Overview
At CVS Health, we are joined in a common purpose: helping people on their path to better health. We are working to transform health care through innovations that make quality care more accessible, easier to use, less expensive and patient-focused. Working together and organizing around the individual, we are pioneering a new approach to total health that puts people at the heart.
We strive to promote and sustain a culture of diversity, inclusion and belonging every day. CVS Health is an equal opportunity and affirmative action employer. We do not discriminate in recruiting, hiring or promotion based on race, ethnicity, sex/gender, sexual orientation, gender identity or expression, age, disability or protected veteran status or on any other basis or characteristic prohibited 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.