Responsibilities
- Identifying and elevating customer feedback to drive actionable results through analysis of survey data and text analytics.
- Providing regular updates to key business partners through Tableau dashboards, combining data from various databases and creating clear reports that allow business partners to communicate the customer story.
- Manage ad hoc customer Insights data pulls and support projects; this includes, but is not limited to cross tab creation, results reporting, and presentation building.
- Support CX Program, including (but not limited to): managing communication and scheduling, account team training and support, data management, and assisting in vendor and stakeholder management.
Requirements
- 7+ years' experience analyzing customer insights or related
- 5+ years' experience creating dashboard using Tableau
- 5+ years' experience using Excel data analysis
- 5+ years' experience using PowerPoint / report building
- 5+ years' experience of intermediate project/program management skills including project planning, resource planning, and scenario planning
- 3+ years' experience of intermediate data analysis skills and/or basic knowledge of statistics
- Bachelor's Degree or equivalent (HS Diploma + 4 years of relevant experience) required
Nice to Have
- Experience managing CX vendors: Medallia / CSpace / Forrester etc
- Intermediate verbal and written communication skills including e-mail, communication and leadership in meetings, and PowerPoint presentations. Communications should be well organized, fluent and meet basic brand standards for consistency of presentation, use of color palates, fonts etc.
- Able to build strong cross-functional relationships with stakeholders
- Passion for customer insights, data analytics and storytelling with data
- Follow-up and attention to detail including disciplined follow up to e-mails from stakeholders and key vendor partners
- Basic data management skills including basic data governance (field descriptions and types, understanding of source, summary statistics) and basic quality assurance processes. Does not need to be an expert but must be able to communicate with experts.
- Experience working on Medallia platforms is preferred
Benefits
- Full range of medical, dental, and vision benefits
- Eligible employees may enroll in the Company's 401(k) retirement savings plan
- Employee Stock Purchase Plan is also available for eligible employees
- Fully-paid term life insurance plan to eligible employees
- Short-term and long term disability benefits
- Well-being programs
- Education assistance
- Free development courses
- CVS store discount
- Discount programs with participating partners
- Paid Time Off ("PTO") or vacation pay
- Paid holidays throughout the calendar year
Work Arrangement
Hybrid
Additional Information
- This position is eligible for a CVS Health bonus, commission or short-term incentive program in addition to the base pay range listed above.
- This position also includes an award target in the company's equity award program.
- Number of paid holidays, sick time and other time off are provided consistent with relevant state law and Company policies.
- Application window for this opening will close on: 09/27/2024
