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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

The Senior Analyst of Enterprise Customer Experience works with Senor Manager of the PBM Member Satisfaction Performance Guarantee (PG) team and plays a critical role in helping CVS Health to mitigate risk.

This role manages sample strategies and processes for all our satisfaction survey research. Establishes, implements and adheres to a process for ensuring the PG surveys: a) field on schedule as outlined in the contract, b) use the appropriate methodology, including sample plan, c) establish strong collaboration with the vendor to evoke innovation that drives member satisfaction scores up, d) write programs in SAS, SQL, and other software tools to create samples that meet the sample plan specifications for satisfaction surveys, and e) consults with Strategic Account Executives and account team members to improve the predictability and action ability for our PG Program.

You will make an impact by:

• Identifying overall strategies that streamline our satisfaction survey research.

• Contributing to and executing plans that support the PBM goal of lower PG payouts.

• Establishing and maintaining a consultative role in Performance Guarantee program development.

• Developing actionable insights about the member experience leveraging surveys data.

This role will be a key member of our Customer Experience team, functioning as part of a community of Customer Experience professionals who not only help each other but are also enthusiastic about the future of healthcare and the voice of the customer.

This is a remote position.

Required Qualifications

2+ years' experience with Microsoft Office software (Access, Excel, PowerPoint, and Word)

3+ years' experience in business/corporate environment in a data management role

2+ years' experience with SAS and/or SQL

Preferred Qualifications

Prior experience in statistical analysis

data storage and management skills

communications skills, both written and verbal

project management and time management skills

ability to multi-task in a challenging environment and collaborate with team members

Knowledge of survey research platforms

Fundamental understanding of basic survey research principles (questionnaire insights generation)

Education

Bachelor's degree or equivalent experience ( 4 years)

Anticipated Weekly Hours

40

Time Type

Full time

Pay Range

The typical pay range for this role is:

$46,988.00 - $112,200.00

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 Company’s 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 Benefits | CVS Health (https://jobs.cvshealth.com/us/en/benefits)

We anticipate the application window for this opening will close on: 03/10/2025

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.