Manager, Customer Experience - Healthcare Delivery
Core
Manage day-to-day operations of customer experience programs for CVS Healthcare Delivery lines of business (MinuteClinic, Oak Street Health, Signify) by collecting feedback, analyzing data, and driving actionable insights.
Role type
Manager, Customer Experience & Insights
Builds
Dashboards, presentations, and feedback systems for patient experience improvement
Domain
Healthcare / Customer Experience Analytics
Deliverable
dashboards & analysis
Required skills
Customer insights analysis, statistical analysis, Tableau, Excel, PowerPoint, project management, data querying, vendor management
Preferred skills
Medallia/Qualtrics experience, primary research, SPSS, healthcare industry knowledge
Technologies
Tableau, Excel, PowerPoint, Medallia, Qualtrics, CSpace, Forrester, SPSS
Responsibilities
Collect and analyze quantitative and qualitative customer feedback; create dashboards and presentations to share customer stories; design systems to promote feedback among clinical colleagues; manage ad hoc data pulls and reporting; support program management including communications and vendor management; coordinate cross-functionally to identify high-risk feedback requiring follow-up.
Seniority
Manager, hands-on IC
