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CVS Health Customer Insights Senior Advisor in Wellesley, Massachusetts
CVS Health is on a Journey to becoming the most consumer-centric health company and creating winning experiences for customers, members, and clients. You will help CVS Health achieve this goal. As we look to provide value and improved health outcomes for members, you will be important to help the HCB (health care benefits) organization to understand where to focus to improve the member experience across our digital products.The Senior Advisor of Digital Member Experience Measurement plays a critical role in being the voice of our digital members for Aetna. As we look to deliver enhanced value and improved health outcomes for consumers, this role will be pivotal to help the organization understand where to focus resources to improve the member experience and understand which opportunities will have greatest impact. Help Aetna move toward the future by enhancing its ability to source, synthesize, share and act on feedback about the member experience. Your work will not only shape the member experience, but also influence how team members across organization are compensated and motivated. Work within the Customer Advocacy and Insights team, functioning as part of a community of research professionals who not only help each other, but are also passionate about the future of healthcare and the voice of the customer. You will have regular contact with leaders in digital, marketing, operations and product executives.This role is a full-time, permanent position based in either Chicago, IL; Woonsocket, RI; New York, NY; Hartford, CT; Wellesley, MA or remote based in Eastern or Central timezones
5+ years of analytic experience with survey research and manipulating large data sets5+ years of PowerPoint and document management skills2+ years of experience managing customer feedback programs, designing surveys and implementing solutions2+ years of experience managing vendor relationships
COVID-19 Vaccination Requirement
CVS Health requires its Colleagues in certain positions to be fully vaccinated against COVID-19 (including any booster shots if required), where allowable under the law, unless they are approved for a reasonable accommodation based on disability, medical condition, pregnancy, or religious belief that prevents them from being vaccinated.
If you are vaccinated, you are required to have received at least one COVID-19 shot prior to your first day of employment and to provide proof of your vaccination status within the first 10 days of your employment. For the two COVID-19 shot regimen, you will be required to provide proof of your second COVID-19 shot within the first 45 days of your employment. Failure to provide timely proof of your COVID-19 vaccination status will result in the termination of your employment with CVS Health.
If you are unable to be fully vaccinated due to disability, medical condition, pregnancy, or religious belief, you will be required to apply for a reasonable accommodation within the first 10 days of your employment in order to remain employed with CVS Health. As a part of this process, you will be required to provide information or documentation about the reason you cannot be vaccinated. If your request for an accommodation is not approved, then your employment may be terminated.
- Experience synthesizing customer feedback to drive change / influence the customer experience3. Ability to quantify subjective data, analyze digital behavioral insights and drive the roadmap to improve our Digital Experience. 4. Experience managing vendor relationships and adapting to new platforms; experience with Medallia is highly valuable in this role5. Experience with emerging insights technologies such as machine learning, text analytics
High School/GED is requiredBachelors degree, Masters degree or equivalent experience required
At CVS Health, we are joined in a common purpose: helping people on their path to better health. We are working to transform health care through innovations that make quality care more accessible, easier to use, less expensive and patient-focused. Working together and organizing around the individual, we are pioneering a new approach to total health that puts people at the heart.
We strive to promote and sustain a culture of diversity, inclusion and belonging every day. CVS Health is an equal opportunity and affirmative action employer. We do not discriminate in recruiting, hiring or promotion based on race, ethnicity, sex/gender, sexual orientation, gender identity or expression, age, disability or protected veteran status or on any other basis or characteristic prohibited by applicable federal, state, or local law. We proudly support and encourage people with military experience (active, veterans, reservists and National Guard) as well as military spouses to apply for CVS Health job opportunities.