CVS Health · 5 hours ago
Senior Manager, Customer Experience Research & Insights
United States
Full-time
Remote
Senior Level, Lead/Staff
$118K/yr - $237K/yr
8+ years expCVS Health is focused on building a connected and compassionate health experience. The Senior Manager, Customer Experience Research leads research strategies that integrate quantitative metrics with human-centered insights, collaborating with various teams to inform decisions based on member and clinician needs.
Health CareMedicalPharmaceuticalRetailSales
Responsibilities
Proactively synthesize signals across quantitative and qualitative feedback to identify 'the next big question.' You will be responsible for spotting anomalies or emerging trends that require deeper investigation and translating those into a research roadmap that informs the long-term platform strategy
Develop and operationalize a strategic, mixed-methods research program that integrates longitudinal survey data with deep-dive qualitative studies to provide actionable insights that deliver business results
Operationalize enterprise-wide listening strategies, ensuring feedback loops are integrated into the product lifecycle
Move beyond standard reporting by partnering with internal teams to conduct advanced key driver analysis and predictive modeling for business-critical outcomes
Model the strategic use of AI for research planning, thematic analysis, and insight synthesis to increase team efficiency and deepen discovery
Act as the final authority on methodology and instrumentation for large-scale experience surveys. Lead strategic reviews to align metrics with internal CVS standards
Manage the day-to-day administration and governance of the research platform ecosystem. Proactively partner with business units to optimize dashboards, drive user adoption, and integrate demographic data for deeper segmentation
Provide expert, on-demand research and measurement consulting for high-priority business questions and complex measurement challenges
Act as a resident expert on mixed-methods methodologies, leading and developing at least one direct report while providing cross-departmental coaching on research best practices
Qualification
Required
Bachelors degree (Master's or PhD is preferred) in a relevant field such as Social Science, Behavioral Economics, Statistics, or a related discipline
A minimum of 8 years of experience as a mixed-methods researcher, with a proven track record of personally leading both large-scale quantitative studies and deep-dive qualitative projects
Prior experience in healthcare, insurance, or related industries
Ability to interpret statistical analysis (like clustering or predictive modeling) to drive design decisions
Proven ability to apply advanced statistical techniques (multivariate methods, clustering, regression) and predictive modeling to solve business problems
Proactive curiosity about the evolving role of AI in research and a demonstrated ability to model AI usage to improve team efficiency while maintaining high standards for research rigor and ethics. Experience using AI-powered platforms (for example, for sentiment analysis or rapid synthesis) to advance a research program is preferred
Expertise in a broad research toolkit, including interviews and usability testing, as well as advanced survey design and programming
Proven ability to design research for different engagement models and personas; for example, clinician or internal users with high-frequency workflows and consumers with low-volume, high-stakes journeys
Proficiency with enterprise CX tools (Medallia, Qualtrics), text analytics, survey statistics (for example cross tab reports) and data visualization tools (Tableau, Power BI)
Excellent skills in conveying complex data and insights clearly and concisely to influence stakeholders at all levels as well as clients, as needed
Preferred
Master's or PhD in a relevant field such as Social Science, Behavioral Economics, Statistics, or a related discipline
Experience using AI-powered platforms (for example, for sentiment analysis or rapid synthesis) to advance a research program
Benefits
Affordable medical plan options
401(k) plan (including matching company contributions)
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
Company
CVS Health
CVS Health is a health solutions company that provides an integrated healthcare services to its members.
10001+ employees
H1B Sponsorship
CVS Health has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2022 (1)
Funding
Current Stage
Public CompanyTotal Funding
$4BKey Investors
Michigan Economic Development CorporationStarboard Value
2025-08-15Post Ipo Debt· $4B
2025-07-17Grant· $1.5M
2019-11-25Post Ipo Equity
Leadership Team
David Joyner
President and Chief Executive Officer, CVS Health
Chandra McMahon
SVP & CISO
Recent News
2026-01-25
Company data provided by crunchbase