Health Services In-store Experience Strategy - Manager Apply
Full job description
Bring your heart to CVS Health. Every one of us at CVS Health shares a single, clear purpose: Bringing our heart to every moment of your health. This purpose guides our commitment to deliver enhanced human-centric health care for a rapidly changing world. Anchored in our brand with heart at its center our purpose sends a personal message that how we deliver our services is just as important as what we deliver.
Our Heart At Work Behaviors support this purpose. We want everyone who works at CVS Health to feel empowered by the role they play in transforming our culture and accelerating our ability to innovate and deliver solutions to make health care more personal, convenient and affordable.
Position Summary
Our Customer Success and Growth Organization is at the heart of our customer experiences as we have a unique focus on defining meaningful moments for those we serve. Our north star is creating heartfelt, personalized moments by listening to feedback to remove existing obstacles and simplify enterprise experiences. You are joining a team that cares for the well-being of our colleagues by working together in a supportive, collaborate and agile environment.
This position will be hybrid with anticipated in office days Tuesday, Wednesday, and Thursday. Candidates will be within a reasonable commuting distance to one of the following CVS HUBS:
- Woonsocket, RI
- Wellesley, MA
- Boston, MA
- New York, NY
At CVS Health, were reinventing our front store to be the front door to healthcare. For millions of Americans, that journey begins with one of our 9,700+ retail stores, and we want to help each of our customers take the right first or next step in his or her healthcare journey. To help us achieve this goal we are looking for innovative marketing leaders who think big and push boundaries to drive results, for the consumer, the patient and for the business.
As Manager, Health Services Instore Experience Strategy, you will play a critical role as we create and optimize exciting experiences within our CVS Pharmacy retail locations. Specifically, you will collaborate with other cross-functional teams to bring unique health service strategies & pilots to life with a customer first approach.
You will be part of a team responsible for creating inspiring in-store patient experiences, focused on our retail health services across all CVS Pharmacy retail locations to drive utilization and adoption of these services. You will also play a key role in partnering with our health services marketing and business teams to optimize and maintain existing patient experiences across our retail locations.
Primary Roles and Responsibilities:
- In partnership with the Ld. Director and Sr. Manager, develop health service retail experiences that are rooted in consumer insights with a test and learn mentality to validate hypothesizes as to how we might solve our customers and patients needs to improve their journey in our stores
- Manage the creative development process, including writing strong creative briefs that results in impactful creative that delivers upon our experience objectives
- Develop measurement plans and regularly evaluate and optimize our work based on key program and customer insights to ensure we are constantly evolving to meet the needs of our customers, patients, and the business with a focus on NPS and ROI
- Manage the coordination of printing and shipping experience signage, including partnering with Print Procurement, completing print request forms, quote reviews, documentation, and submission for POs, checklist development, inventory management and signage re-prints
- Develop project plans that enable projects to stay on track and on budget
- Track budget details for projects; submit proper documentation to Finance for each project and print job to manage monthly expense forecasts
- Establish and maintain strong collaborative relationships with key internal stakeholders, such as Insights and Analytics, Health Service Marketing, Creative and Experience Design, Delivery Management, Operations, Construction, A&E, Legal, and Finance, and external creative agencies
Required Qualifications
- 5+ years of marketing, customer experience, experience strategy, and/or service design with a strong foundation of business and consumer understanding
- Experience working in retail with a focus on the physical store experience
Preferred Qualifications
- Highly motivated, self-starter who can thrive in a demanding, performance-driven environment and make thoughtful decisions even when time-bound
- Ability to problem solve by identifying and removing barriers while maintaining a positive and collaborative attitude
- Proven track record of working collaboratively with internal and external business partners to deliver positive ROI
- Intellectual curiosity and rigorous analytical experience; ability to take and transform data into actionable insights
- Excellent communication skills that can be effectively articulated in both written and oral forms across a diverse audience base, including senior leaders
- Deep appreciation of end-to-end customer experience with ability to lead research projects that will uncover critical insights to help inform go-forward strategies
- Strong PC knowledge including Microsoft Word, Excel, and PowerPoint
Education
- Bachelor's degree (Marketing, Business, or related field preferred) or equivalent (HS Diploma and 4 years of experience) required
- Masters preferred
Pay Range
The typical pay range for this role is:
$63,300.00 - $139,200.00 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.
In addition to your compensation, enjoy the rewards of an organization that puts our heart into caring for our colleagues and our communities. The Company offers a full range of medical, dental, and vision benefits. Eligible employees may enroll in the Companys 401(k) retirement savings plan, and an Employee Stock Purchase Plan is also available for eligible employees. The Company provides a fully-paid term life insurance plan to eligible employees, and short-term and long term disability benefits. CVS Health also offers numerous well-being programs, education assistance, free development courses, a CVS store discount, and discount programs with participating partners. As for time off, Company employees enjoy Paid Time Off (PTO) or vacation pay, as well as paid holidays throughout the calendar year. Number of paid holidays, sick time and other time off are provided consistent with relevant state law and Company policies.
For more detailed information on available benefits, please visit jobs.CVSHealth.com/benefits
CVS Health requires certain colleagues 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, religious belief, or other legally recognized reasons that prevents them from being 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 or apply for a reasonable accommodation within the first 10 days of your employment. Please note that in some states and roles, you may be required to provide proof of full vaccination or an approved reasonable accommodation before you can begin to actively work.
CVS Health is committed to recruiting, hiring, developing, advancing, and retaining individuals with disabilities. As such, we strive to provide equal access to the benefits and privileges of employment, including the provision of a reasonable accommodation to perform essential job functions. CVS Health can provide a request for a reasonable accommodation, including a qualified interpreter, written information in other formats, translation or other services through ColleagueRelations@CVSHealth.com If you have a speech or hearing disability, please call 7-1-1 to utilize Telecommunications Relay Services (TRS). We will make every effort to respond to your request within 48 business hours and do everything we can to work towards a solution.
