CVS Health · 16 hours ago
Customer Experience Strategy Manager
United States
Full-time
Remote
Mid, Senior Level
$60K/yr - $146K/yr
5+ years expCVS Health is focused on creating a connected and compassionate health experience. The Customer Experience Strategy Manager will advocate for members, analyze processes, and design member journeys to simplify prescription fulfillment while driving measurable impact on key performance metrics.
Health CareMedicalPharmaceuticalRetailSales
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
Qualification
Required
5+ years of experience in Customer Experience, Product Management, Strategy, Process Improvement or related fields
Experience in journey mapping and data-driven decision-making
Excellent communication and facilitation skills; ability to influence across multiple levels and functions
Strong analytical skills
Bachelor's degree in Business, Marketing, or related field required
Preferred
Familiarity with healthcare, pharmacy benefit management (PBM), or related industries
Lean Six Sigma methodology experience
MBA preferred
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
Paid time off
Flexible work schedules
Family leave
Dependent care resources
Colleague assistance programs
Tuition assistance
Retiree medical access
Company
CVS Health
CVS Health is a health solutions company that provides an integrated healthcare services to its members.
10001+ employees
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