Senior Analyst - Customer Experience and Reporting

CVS Health

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. Position Summary CVS Health is on a journey to become the most consumer‑centric health company, delivering simplified, personalized, and meaningful experiences for customers, members, and patients. The Senior Data Analytics Analyst – CX plays a critical role in enabling this vision by transforming complex customer experience and operational data into trusted, actionable insights that drive business decisions. This role is data‑analytics focused, with primary responsibility for developing, validating, and scaling analytics solutions using Snowflake, Google Cloud Platform (GCP), and Tableau. The ideal candidate brings a strong sense of accountability and quality assurance, ownership of end‑to‑end analytic outputs, and the ability to leverage AI and advanced analytics techniques to improve productivity, accuracy, and speed. The Senior Analyst will partner closely with CX Measurement, Enterprise Analytics, and business stakeholders across Retail, Pharmacy, and Health Services to ensure insights are accurate, timely, and decision‑ready.

Requirements

• 2-4+ years of experience in data analytics, business intelligence, or analytics consulting.
• Strong hands‑on experience with SQL and cloud data platforms such as Snowflake and/or GCP (BigQuery).
• Proven experience building and maintaining dashboards in Tableau (or similar BI tools).
• Demonstrated ownership of analytic outputs, including data validation, QA, and documentation.
• Ability to synthesize complex data into concise, executive‑ready insights.
• Experience working independently on large, ambiguous analytic problems with minimal direction.

Nice To Haves

• Experience working with customer experience, survey, or operational data in healthcare, retail, or insurance.
• Familiarity with AI‑assisted analytics, automation, or advanced analytic techniques to improve workflow efficiency.
• Experience designing experiments, pilots, or measurement frameworks (e.g., A/B testing, pre/post analysis).
• Programming experience in Python or R for data analysis and automation.
• Experience mentoring junior analysts or contributing to analytics best practices and standards.
• Strong stakeholder management skills and comfort presenting to director‑ and executive‑level audiences.

Responsibilities

• Analyze large, complex customer experience (CX) and operational datasets to identify trends, drivers, and opportunities that influence customer experience and business outcomes.
• Proactively surface insights and recommendations by linking customer feedback with operational and performance data, translating findings into clear, actionable narratives for senior leaders and business partners.
• Own data accuracy and reliability for assigned datasets, dashboards, and analytic outputs. Establish and execute quality assurance (QA) standards, including validation checks, reconciliation processes, documentation, and peer review.
• Serve as a point of accountability for analytic deliverables across Snowflake, GCP, and Tableau environments.
• Leverage AI‑enabled tools and advanced analytics techniques to optimize analytic workflows, improve productivity, and reduce manual effort. Identify opportunities for automation, reusable datasets, and scalable analytics assets in partnership with analytics and technology teams.
• Design, build, and maintain Tableau dashboards that deliver consistent, actionable CX metrics. Monitor trends, identify risks or anomalies, and communicate implications clearly to stakeholders, ensuring dashboards are standardized, well‑documented, and aligned to enterprise definitions.
• Partner with CX Measurement, Enterprise Analytics, and business teams to support pilots, experiments, and initiative measurement. Provide subject‑matter expertise on CX data sources, definitions, and analytic best practices.

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