Analyst,digital Cem

Bring 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.

**Position Summary**

As a vital member of the Digital Customer Experience

Management team, this individual will help to support

Voice of Customer insights and Operational Monitoring for

priority areas across the enterprise. This individual will

utilize both qualitative and quantitative data to ensure

optimal site health and move the needle on satisfaction

scores. Qualitative data will include current Voice of

Customer tools to gain actionable insights, while closely

collaborating with product managers, analytics, and IT

teams to take these insights to market. Quantitative data

and analysis will include funnel fl ow analytics and key

metric dashboards. This person will be responsible for

staying abreast of the fast-moving industry to identify the

latest market developments, synthesize competitive

research insights, and inform a product roadmap that

drives customer satisfaction and improved conversion.

This individual must be an avid researcher, intellectually

curious, and be able to prioritize and organize vast

amounts of information.

Digital CX

Proactive Insights
- Utilizing an array of “Voice of Customer” tools, the CEM

Analyst will identify actionable market insights for future

customer centric enhancements.
- These tools may include customer surveys, direct

customer feedback, market research, call shadowing,

competitive benchmarking, and other tools.
- Leveraging our analytics and IT teams along with

external stakeholders to prioritize these insights will be

key.

Reactive Insights
- Day to day monitoring of “site health” from the VoC

perspective. Quickly pinpoint and triage existing customer

pain points.
- Leverage our analytics and IT teams to prioritize

production issues and trends.
- Analyze and take action on key metrics, in partnership

with Product Managers and IT teams.
- Day to day review of key site health metrics.

Strategy
- Develop a product roadmap based off of customer

insights, cross-department collaboration, and company

goals.
- Working with analytics and IT teams, this individual will

create business cases to support product

recommendations.
- Identify/prioritize optimization testing opportunities across

the breadth of our digital tools.

Support

expert.
- Full understanding of our existing features and the value

they drive for our customers.
- The CEM Analyst will evangelize the digital story across

the enterprise.
- The CEM Analyst will manage small projects in support of

the Product Management team.

**Required Qualifications**

1+ year of professional experience or prior internship, co
- op, or project experience (in retail, healthcare, IT, digital, or

software)

**Preferred Qualifications**
- Experience in quantitative and qualitative analysis and

research
- Passion for Digital for digital solutions and empathy to

continuously improve the customer experience.
- Strong analytical and technical skills
- Excellent written and verbal communication skills
- Well organized, entrepreneurial, and able to prioritize

among multiple projects with limited supervision
- Outstanding interpersonal skills and ability to develop

relationships across diverse teams
- Demonstrated leadership experience
- Adaptability and flexibility for a dynamic work environment
- Proficiency in Microsoft Excel and PowerPoint
- Technology savvy with an eye for continually improving

customer experience
- Strengths in structured and logical thinking, problem

solving, issue resolution, and attention to detail

**Education**
Bachelor’s Degree or equivalent experience

**Pay Range**

The typical pay range for this role is:
$40,600.00 - $89,300.00

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.

In addition to your compensation, enjoy the rewards of an organization that puts our heart into caring for our colleagues and our communities. The Company offers a full range of medical, dental, and vision benef