Customer Experience Strategy Manager

CVS Health • Island, KY

2d

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. As the Customer Experience Strategy Manager, you will play an important role in shaping and assisting with the delivery of exceptional member experiences across CVS Caremark and the broader enterprise. You will help 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. This early-career, individual contributor role focuses on core foundational responsibilities while providing support to more senior team members. Key Responsibilities The Customer Experience Strategy Manager position serves in a supporting role and is expected to assist the Sr. Manager with the responsibilities outlined below: · Represent the Business Strategy: Serve as the voice of the member within cross-functional teams, ensuring alignment between business goals and experience design o Partner with working teams across CVS Caremark digital platforms (website/apps) and member communications channels (email/SMS/IVR), bridging business strategy and technical execution o Consult on feature prioritization, roadmap planning, and change management o 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 digital platforms and communications channels · PerformJourney Mapping & Analysis: o Review current-state data and processes to identify pain points o Design future-state experiences that enable digital self-service and proactive issue resolutions · 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 support creating meaningful impacts for our members and customers in a fast-paced, dynamic environment. You will assist in driving the organization toward a digital-first experience, supporting members throughout their journeys. Your contributions will help strengthen CVS Health’s position in the PBM marketplace and elevate our commitment to innovation and service excellence.

Requirements

• Bachelor’s degree in Business, Marketing, or related field; MBA preferred
• 3-5 years of experience in Customer Experience, Product Management, Strategy, Process Improvement or related fields
• Strong analytical skills with experience in journey mapping and data-driven decision-making
• Outstanding writing and editing skills; adept at creating compelling, insightful presentations for leaders
• Excellent communication and facilitation skills; ability to influence across multiple levels and functions
• Strong, independent project management skills; detail‑oriented and able to proactively manage multiple priorities while meeting deadlines
• Proficient in PowerPoint, Word, and Excel
• Skilled at analyzing survey data to translate insights into actionable improvements
• Member Advocacy: Passion for creating experiences that put members at the center of solution design
• Strategic Thinking: Ability to connect business objectives with actionable experience improvements
• Collaboration: Skilled at working within cross-functional teams and driving alignment
• Execution Focus: Proven ability to manage complex initiatives from concept through delivery

Nice To Haves

• Familiarity with healthcare, pharmacy benefit management (PBM), or related industries is a plus

Responsibilities

• Represent the Business Strategy: Serve as the voice of the member within cross-functional teams, ensuring alignment between business goals and experience design
• Partner with working teams across CVS Caremark digital platforms (website/apps) and member communications channels (email/SMS/IVR), 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 digital platforms and communications channels
• PerformJourney Mapping & Analysis: Review current-state data and processes to identify pain points
• Design future-state experiences that enable digital self-service and proactive issue resolutions
• 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

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: Entry Level