We’re building a world of health around every individual — shaping a more connected, convenient and compassionate health experience. At CVS Health®, you’ll be surrounded by passionate colleagues who care deeply, innovate with purpose, hold ourselves accountable and prioritize safety and quality in everything we do. Join us and be part of something bigger – helping to simplify health care one person, one family and one community at a time.
Enterprise Customer Experience and Insights is at the heart of CVS Health’s customer experiences as we have a unique focus on defining meaningful moments for those we serve. Our north star is creating heartfelt, personalized moments by listening to feedback to remove existing obstacles and simplify enterprise experiences. You are joining a team that cares for the well-being of our colleagues by working together in a supportive, collaborative, and agile environment.
Position Summary
CVS Health is on a journey to becoming the most trusted health company and creating optimal experiences for customers, members, clients and colleagues. The Senior Manager of Enterprise Customer Experience Analysis will play a critical role in helping CVS Health achieve this goal. As we look to deliver enhanced value and improved health outcomes for consumers, this role will be pivotal to igniting a customer-centric culture. As an AI forward leader, you will embedding artificial intelligence and machine learning into how we listen to, understand, and act on the voice of our customers, members, and patients. You will spearhead and implement new use ML/AI to measurement and deploy capabilities future acceleration our best-in-class customer experience program. This candidate will be responsible of leading and developing a team as well as a cross-functional collaborator ensuring peers are using AI best practices.
- Lead analysis of customer experience signals across digital, operational, and AI-driven channels (e.g., sentiment, competitive positioning, emerging experience drivers)
- Translate complex data and analytics into clear, actionable insights for senior leadership
- Connect customer experience drivers to business performance metrics and Management Incentive Plan (MIP) outcomes
- Identify risks and opportunities impacting customer experience and performance targets, and recommend prioritized actions
- Partner cross-functionally with teams across marketing, digital, analytics, and business units to align on CX priorities and execution
- Support development and adoption of new CX measurement capabilities, including AI-driven insights and emerging platforms
- Contribute to recurring reporting and storytelling, including executive presentations, dashboards, and business reviews
- Enable stakeholders to understand and act on CX insights through clear communication, tools, and frameworks
Required Qualifications:
- 7+ years of developing large-scale data structures and pipelines to organize, writing ETL/ELT (Extract / Transform / Load) processes, collect and standardize data that help generate insights and address reporting needs.
- Proven experience utilizing enterprise cloud SQL environments and statistical packages to extract and analyze data, enabling actionable insights, complex problem-solving, and a strong customer service orientation.
- 5+ year building & automating data pipelines, apply data transformation, and integrate key business logic preferably using AI native.
- 2+ years leading projects end-to-end, including mentoring junior analysts and/or technical teams.
- 1+ Created and managed a team of AI Agents, MCP, RAG, or maintained a context allowing agents to execute workflows.
Preferred Qualifications
- Experience working with survey, behavioral, or health operational data in the Healthcare or Insurance industry.
- Experience with generative AI and LLM APIs (OpenAI, Anthropic, Google Gemini, etc.) and prompt engineering for enterprise analytics use cases.
- Background in forecasting, scenario modeling, or financial linkage related to CX or operational performance (including MIP support).
- Experience using AEO/SEO/GEO, brand metrics, and other social data to benchmark and monitor external sentiment and visibility.
- Created and managed a team of AI Agents, MCP, RAG, or maintained a context allowing agents to execute workflows.
- Experience managing vendor relationships for AI/ML platforms and CX measurement tools (e.g., Medallia, Qualtrics, Forsta).
- Proven ability to influence leadership and business partners, prioritize competing workstreams, and build relationships across large and complex organizations.
- Ability to analyze data using business intelligence tools such as (PBI, Tableau, Looker) to monitor and automatically track trends.
- Work with a large cross-functional team, including multiple digital scrum teams, IT project, legal and other partners, to developing solutions.
Education
Bachelor's Degree or equivalent (HS Diploma + 4 years of relevant experience) required
Pay Range
The typical pay range for this role is:
$75,400.00 - $199,144.00
This pay range represents the base hourly rate or base annual full-time salary for all positions in the job grade within which this position falls. The actual base salary offer will depend on a variety of factors including experience, education, geography and other relevant factors. This position is eligible for a CVS Health bonus, commission or short-term incentive program in addition to the base pay range listed above. This position also includes an award target in the company’s equity award program.
Our people fuel our future. Our teams reflect the customers, patients, members and communities we serve and we are committed to fostering a workplace where every colleague feels valued and that they belong.
Great benefits for great people
We take pride in offering a comprehensive and competitive mix of pay and benefits that reflects our commitment to our colleagues and their families.
Additional details about available benefits are provided during the application process and on Benefits Moments.
Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state and local laws.
Skills Required
- 7+ years developing large-scale data structures and ETL/ELT pipelines
- Proven experience with enterprise cloud SQL environments and statistical packages to extract and analyze data
- 5+ years building and automating data pipelines and applying data transformation and business logic
- 2+ years leading projects end-to-end and mentoring junior analysts or technical teams
- 1+ years creating and managing AI agents, MCP, RAG, or maintaining agent execution contexts
- Bachelor's degree or equivalent experience
- Experience with survey, behavioral, or healthcare operational data (Healthcare/Insurance)
- Experience with generative AI, LLM APIs (OpenAI, Anthropic, Google Gemini) and prompt engineering
- Background in forecasting, scenario modeling, or financial linkage related to CX or operational performance
- Experience using external sentiment and social data (AEO/SEO/GEO, brand metrics)
- Experience managing vendor relationships for AI/ML platforms and CX tools (Medallia, Qualtrics, Forsta)
- Experience with BI tools (Power BI, Tableau, Looker) to build dashboards and automated tracking
- Proven ability to influence leadership, prioritize workstreams, and build relationships across large organizations
- Experience working with cross-functional teams including digital scrum teams, IT, legal, and business partners to develop solutions
CVS Health Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about CVS Health and has not been reviewed or approved by CVS Health.
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Healthcare Strength — Healthcare coverage is positioned as comprehensive for benefits-eligible colleagues, including medical, dental, and vision with free preventive care and access to virtual care and select no-cost MinuteClinic services. Mental health support is also highlighted with no-cost confidential counseling sessions per issue.
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Retirement Support — Retirement benefits include a 401(k) with a dollar-for-dollar match up to 5% after meeting service and hours requirements. Ownership programs are also offered through an employee stock purchase plan with a stated purchase discount.
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Pay Growth & Progression — A companywide minimum wage floor establishes a baseline that is framed as a positive starting point in some roles and markets. Unionized or high-cost areas are described as having clearer wage scales and step-ups that can materially lift pay over time.
CVS Health Insights
What We Do
CVS Health is the leading health solutions company that delivers care in ways no one else can. We reach people in more ways and improve the health of communities across America through our local presence, digital channels and our nearly 300,000 dedicated colleagues – including more than 40,000 physicians, pharmacists, nurses and nurse practitioners. Wherever and whenever people need us, we help them with their health – whether that’s managing chronic diseases, staying compliant with their medications, or accessing affordable health and wellness services in the most convenient ways. We help people navigate the health care system – and their personal health care – by improving access, lowering costs and being a trusted partner for every meaningful moment of health. And we do it all with heart, each and every day.
