Customer Experience Strategy Manager

CVS Health • Irving, TX

1d

About The Position

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. About the Team The Experience team within Caremark Member Operations (CMO) Strategy is a dedicated group of Customer Experience (CX) professionals who partner across the enterprise to improve the CVS Caremark member experience. Our mission is to enable members to fill prescriptions with no surprises and minimal effort, supporting organizational goals to: Increase Net Promoter Score (NPS) Reduce call center volume Advance competitive positioning Position Summary As the Customer Experience Strategy Manager, you will play a critical role in shaping and delivering exceptional member experiences across CVS Caremark and the broader enterprise. You will advocate for members, analyze current-state processes, identify pain points, and design future-state journeys that simplify prescription fulfillment. This role requires strong strategic thinking, cross-functional collaboration, and the ability to translate insights into actionable improvements. Key Responsibilities Represent the Business Strategy: Serve as the voice of the member within cross-functional teams, ensuring alignment between business goals and experience design Part of the working team across member channels, bridging business strategy and technical execution Consult on feature prioritization, roadmap planning, and change management Ensure alignment between member experience vision and enterprise objectives Develop Member-Centric Solutions: Create problem statements and outcomes that address member needs, reduce friction and create consistency across channels Perform Journey Mapping & Analysis: Review current-state data and processes to identify pain points Design future-state experiences that enable self-service and proactive issue resolution Prioritize Improvements: Partner with stakeholders to size opportunities, assess impact, and prioritize initiatives that deliver the greatest benefit Strategically Align Efforts and Outcomes: Ensure that all member experience strategies and improvements are directly aligned with CVS Caremark’s strategic goals—driving measurable impact on Net Promoter Score (NPS), reducing call volume, and advancing other key performance metrics that define success Advance Digital-First Priorities: Support strategic development and execution of digital adoption initiatives to drive member registration, engagement, and self-service behavior Empower Transformation Efforts: Partner with cross-functional teams to articulate and promote the MX vision, strategy, and roadmap, driving stakeholder alignment and frontline readiness Your success will be defined by your ability to create meaningful impact for our members and customers in a fast-paced, dynamic environment. You will help drive the organization toward a digital-first experience, supporting members throughout their journey. Your contributions will strengthen CVS Health’s position in the PBM marketplace and elevate our commitment to innovation and service excellence.

Requirements

• Excellent communication and facilitation skills; ability to influence across multiple levels and functions
• Strong analytical skills
• 5+ years of experience in Customer Experience, Product Management, Strategy, Process Improvement or related fields
• Experience in journey mapping and data-driven decision-making
• Bachelor’s degree in Business, Marketing, or related field required

Nice To Haves

• Familiarity with healthcare, pharmacy benefit management (PBM), or related industries
• Lean Six Sigma methodology experience
• MBA preferred

Responsibilities

• Serve as the voice of the member within cross-functional teams, ensuring alignment between business goals and experience design
• Part of the working team across member channels, bridging business strategy and technical execution
• Consult on feature prioritization, roadmap planning, and change management
• Ensure alignment between member experience vision and enterprise objectives
• Create problem statements and outcomes that address member needs, reduce friction and create consistency across channels
• Review current-state data and processes to identify pain points
• Design future-state experiences that enable self-service and proactive issue resolution
• Partner with stakeholders to size opportunities, assess impact, and prioritize initiatives that deliver the greatest benefit
• Ensure that all member experience strategies and improvements are directly aligned with CVS Caremark’s strategic goals—driving measurable impact on Net Promoter Score (NPS), reducing call volume, and advancing other key performance metrics that define success
• Support strategic development and execution of digital adoption initiatives to drive member registration, engagement, and self-service behavior
• Partner with cross-functional teams to articulate and promote the MX vision, strategy, and roadmap, driving stakeholder alignment and frontline readiness

Benefits

• Affordable medical plan options, a 401(k) plan (including matching company contributions), and an employee stock purchase plan.
• No-cost programs for all colleagues including wellness screenings, tobacco cessation and weight management programs, confidential counseling and financial coaching.
• Benefit solutions that address the different needs and preferences of our colleagues including paid time off, flexible work schedules, family leave, dependent care resources, colleague assistance programs, tuition assistance, retiree medical access and many other benefits depending on eligibility.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level