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At CVS Health, we’re building a world of health around every consumer and surrounding ourselves with dedicated colleagues who are passionate about transforming health care.

As the nation’s leading health solutions company, we reach millions of Americans through our local presence, digital channels and more than 300,000 purpose-driven colleagues – caring for people where, when and how they choose in a way that is uniquely more connected, more convenient and more compassionate. And we do it all with heart, each and every day.

Position Summary

As a vital member of the Digital Customer Experience Management team, this role will help to support Voice of Customer insights and Operational Monitoring for priority areas across Aetna Health. The Senior Analyst, CEM utilizes both qualitative and quantitative data to ensure optimal site health and move the needle on satisfaction scores. Qualitative data will include current Voice of Customer tools to gain actionable insights, while closely collaborating with product managers, analytics, and IT teams to take these insights to market. Quantitative data and analysis will include funnel flow analytics and key metric dashboards. This role is responsible for staying abreast of the fast-moving industry to identify the latest market developments, synthesize competitive research insights, and inform a product roadmap that drives customer satisfaction and improved conversion.

Responsibilities

1. Utilize an array of “Voice of Customer” tools, to identify actionable market insights for future customer centric enhancements.

2. Leverage analytics and IT teams along with external stakeholders to prioritize insights

3. Analyze and act on key metrics, in partnership with Product Managers and IT teams.

4. Develop a product roadmap based off customer insights, cross-department collaboration, and company

goals.

5. Partner with analytics and IT teams to create business cases to support product recommendations.

6. Day to day monitoring of “site health” from the VoC (Voice of the Customer) perspective. Quickly pinpoint and triage existing customer pain points.

Required Qualifications

• 0-1 years experience in identifying/prioritizing Customer Experience (CX) opportunities across the breadth of our CX tools.

• 2+ years’ experience with Excel, Word and PowerPoint

Preferred Qualifications

• 2-3 years’ experience with Voice of Customer, Research, and/or Digital

• Proven ability to integrate multiple data points into compelling visuals that help support a data story

• Previous experience with research, strategy consulting, healthcare, technology, or retail pharmacy.

• Passion for technology and good understanding of current technology landscape and issues.

• Demonstrated strength in using large amount of structured and unstructured data.

• Excellent organizational skills.

• Strengths in structured and logical thinking, problem solving, issue resolution, and attention to detail.

• Proven ability to collaborate broadly with flexible, positive attitude and ability to get results.

Education

+ Bachelor’s degree or equivalent experience.

Anticipated Weekly Hours

40

Time Type

Full time

Pay Range

The typical pay range for this role is:

$50,188.00 - $122,400.00

This pay range represents the base hourly rate or base annual full-time salary for all positions in the job grade within which this position falls. The actual base salary offer will depend on a variety of factors including experience, education, geography and other relevant factors. This position is eligible for a CVS Health bonus, commission or short-term incentive program in addition to the base pay range listed above.

Our people fuel our future. Our teams reflect the customers, patients, members and communities we serve and we are committed to fostering a workplace where every colleague feels valued and that they belong.

Great benefits for great people

We take pride in our comprehensive and competitive mix of pay and benefits – investing in the physical, emotional and financial wellness of our colleagues and their families to help them be the healthiest they can be. In addition to our competitive wages, our great benefits include:

+ **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.

For more information, visit https://jobs.cvshealth.com/us/en/benefits

We anticipate the application window for this opening will close on: 07/05/2025

Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state and local laws.

We are an equal opportunity and affirmative action employer. We do not discriminate in recruiting, hiring, promotion, or any other personnel action based on race, ethnicity, color, national origin, sex/gender, sexual orientation, gender identity or expression, religion, age, disability, protected veteran status, or any other characteristic protected by applicable federal, state, or local law.