Senior Manager, Customer Experience Intelligence (AI & Insights)

Senior Manager Of Enterprise Customer Experience Analysis

We're building a world of health around every individual shaping a more connected, convenient and compassionate health experience. At CVS Health, you'll be surrounded by passionate colleagues who care deeply, innovate with purpose, hold ourselves accountable and prioritize safety and quality in everything we do. Join us and be part of something bigger helping to simplify health care one person, one family and one community at a time.

Enterprise Customer Experience and Insights is at the heart of CVS Health's 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, collaborative, and agile environment.

Position Summary: CVS Health is on a journey to becoming the most trusted health company and creating optimal experiences for customers, members, clients and colleagues. The Senior Manager of Enterprise Customer Experience Analysis will play a critical role in helping CVS Health achieve this goal. As we look to deliver enhanced value and improved health outcomes for consumers, this role will be pivotal to igniting a customer-centric culture. As an AI forward leader, you will embedding artificial intelligence and machine learning into how we listen to, understand, and act on the voice of our customers, members, and patients. You will spearhead and implement new use ML/AI to measurement and deploy capabilities future acceleration our best-in-class customer experience program. This candidate will be responsible of leading and developing a team as well as a cross-functional collaborator ensuring peers are using AI best practices.

• Lead analysis of customer experience signals across digital, operational, and AI-driven channels (e.g., sentiment, competitive positioning, emerging experience drivers)
• Translate complex data and analytics into clear, actionable insights for senior leadership
• Connect customer experience drivers to business performance metrics and Management Incentive Plan (MIP) outcomes
• Identify risks and opportunities impacting customer experience and performance targets, and recommend prioritized actions
• Partner cross-functionally with teams across marketing, digital, analytics, and business units to align on CX priorities and execution
• Support development and adoption of new CX measurement capabilities, including AI-driven insights and emerging platforms
• Contribute to recurring reporting and storytelling, including executive presentations, dashboards, and business reviews
• Enable stakeholders to understand and act on CX insights through clear communication, tools, and frameworks

Required Qualifications:

• 7+ years of developing large-scale data structures and pipelines to organize, writing ETL/ELT (Extract / Transform / Load) processes, collect and standardize data that help generate insights and address reporting needs.
• Proven experience utilizing enterprise cloud SQL environments and statistical packages to extract and analyze data, enabling actionable insights, complex problem-solving, and a strong customer service orientation.
• 5+ year building & automating data pipelines, apply data transformation, and integrate key business logic preferably using AI native.
• 2+ years leading projects end-to-end, including mentoring junior analysts and/or technical teams.
• 1+ Created and managed a team of AI Agents, MCP, RAG, or maintained a context allowing agents to execute workflows.

Preferred Qualifications:

• Experience working with survey, behavioral, or health operational data in the Healthcare or Insurance industry.
• Experience with generative AI and LLM APIs (OpenAI, Anthropic, Google Gemini, etc.) and prompt engineering for enterprise analytics use cases.
• Background in forecasting, scenario modeling, or financial linkage related to CX or operational performance (including MIP support).
• Experience using AEO/SEO/GEO, brand metrics, and other social data to benchmark and monitor external sentiment and visibility.
• Created and managed a team of AI Agents, MCP, RAG, or maintained a context allowing agents to execute workflows.
• Experience managing vendor relationships for AI/ML platforms and CX measurement tools (e.g., Medallia, Qualtrics, Forsta).
• Proven ability to influence leadership and business partners, prioritize competing workstreams, and build relationships across large and complex organizations.
• Ability to analyze data using business intelligence tools such as (PBI, Tableau, Looker) to monitor and automatically track trends.
• Work with a large cross-functional team, including multiple digital scrum teams, IT project, legal and other partners, to developing solutions.

Education: Bachelor's Degree or equivalent (HS Diploma + 4 years of relevant experience) required

Pay Range: The typical pay range for this role is: $75,400.00 - $199,144.00. 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. This position also includes an award target in the company's equity award program.

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 offering a comprehensive and competitive mix of pay and benefits that reflects our commitment to our colleagues and their families. This full?time position is eligible for a comprehensive benefits package designed to support the physical, emotional, and financial well?being of colleagues and their families. The benefits for this position include medical, dental, and vision coverage, paid time off, retirement savings options, wellness programs, and other resources, based on eligibility.