Job Description
Job Description
As the head of the Enterprise Customer Experience team you will be responsible for creating a consistent, operational customer experience program across all CVS lines of business, through the use of technology, governance and partnership, developing a culture of feedback and customer championship across CVS Health. You will design a customer experience program that drives outcomes, facilitates prioritization decisions, and demonstrates measurable impact on the business. You will be a trusted advisor and partner across the enterprise, ensuring that customer championship activities bring value to our internal business partners and our external customers.
Major Responsibilities:
* Consolidate customer experience measurement activities to one platform where possible to measure customer satisfaction and Net Promoter Score.
* Develop and implement a roadmap for continued enhancement of customer experience capabilities.
* Be a thought leader for customer advocacy and experience with the goal of driving action and results across CVS health. Raise the profile of customer experience across the enterprise.
* Establish governance and interaction models across the enterprise, including the identification of champions within each line of business, to ensure customer experience activities are quantified, prioritized and actioned.
* Develop and implement closed loop feedback and prioritization processes in partnership with CVS business units.
* Embed a data-driven customer mindset across the organization.
* Demonstrate ROI and quantify the value of customer experience efforts through financial linkage and other analytic processes, and identify most impactful customer advocacy investment opportunities.
Required Qualifications
* 15+ years in the customer experience field, including familiarity with NPS, technology platforms, and governance models
* Proven track record of delivering change in complex, multi-business line environments
* Experience managing stakeholders across an organization, including well-developed influence and negotiation skills.
* Proven ability to lead and direct analytics across a broad array of quantitative methodologies
* Effective presenter across multiple levels, including executive audiences.
Preferred Qualifications
* Masters Degree
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.
As the head of the Enterprise Customer Experience team you will be responsible for creating a consistent, operational customer experience program across all CVS lines of business, through the use of technology, governance and partnership, developing a culture of feedback and customer championship across CVS Health. You will design a customer experience program that drives outcomes, facilitates prioritization decisions, and demonstrates measurable impact on the business. You will be a trusted advisor and partner across the enterprise, ensuring that customer championship activities bring value to our internal business partners and our external customers.
Major Responsibilities:
* Consolidate customer experience measurement activities to one platform where possible to measure customer satisfaction and Net Promoter Score.
* Develop and implement a roadmap for continued enhancement of customer experience capabilities.
* Be a thought leader for customer advocacy and experience with the goal of driving action and results across CVS health. Raise the profile of customer experience across the enterprise.
* Establish governance and interaction models across the enterprise, including the identification of champions within each line of business, to ensure customer experience activities are quantified, prioritized and actioned.
* Develop and implement closed loop feedback and prioritization processes in partnership with CVS business units.
* Embed a data-driven customer mindset across the organization.
* Demonstrate ROI and quantify the value of customer experience efforts through financial linkage and other analytic processes, and identify most impactful customer advocacy investment opportunities.
Required Qualifications
* 15+ years in the customer experience field, including familiarity with NPS, technology platforms, and governance models
* Proven track record of delivering change in complex, multi-business line environments
* Experience managing stakeholders across an organization, including well-developed influence and negotiation skills.
* Proven ability to lead and direct analytics across a broad array of quantitative methodologies
* Effective presenter across multiple levels, including executive audiences.
Preferred Qualifications
* Masters Degree
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.
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