Senior Manager, Customer Story Telling and Advocacy

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. CVS Health is on a journey to become the most consumer‑centric health company by creating best in class experiences for customers, members, clients, and colleagues. The Enterprise Customer Experience Team is responsible for measuring and driving action on consumer feedback and establishing a consumer‑centric culture at CVS Health. This work is powered by innovative data‑driven approaches that generate actionable insights to both solve customer pain points, and surprise and delight our consumers. In this high profile role, the Senior Manager, Customer Story Telling and Advocacy, you would play a critical role in advancing CVS Health’s enterprise Technology Storytelling strategy. This role is responsible for sourcing, shaping, and activating compelling customer narratives to strengthen CVS Health’s reputation, validate impact, and support marketing, sales, and executive communications. The role will also lean into our external recognition (awards) arm, together creating a cohesive, credible, and scalable technology storytelling engine across the enterprise. You’ll make an impact by: Own and scale an Advocacy storytelling program Lead the enterprise customer advocacy program, including strategy, governance, process, and infrastructure Partner with Marketing, Communications, Public Relations, and Social to drive coordinated storytelling and amplification across channels Position advocacy as complementary proof points that reinforce CVS Health’s differentiated capabilities and outcomes Build a continuous pipeline of high‑impact stories and recognition opportunities Identify customer advocates and stories through VOC platforms (e.g., Medallia), social channels, and business partnerships Translate customer outcomes into compelling testimonials, case studies, and assets Manage our structured intake and prioritization model for advocacy content requests across lines of business Develop and manage enterprise storytelling assets and systems Maintain a centralized repository of customer stories, testimonials, and award submissions/wins, categorized by business line, solution, and theme Ensure content is accurate, compliant, and aligned to CVS Health messaging and brand standards Establish repeatable processes for intake, development, legal/compliance review, and activation Drive measurable impact and continuous optimization Track and analyze performance of advocacy content (usage, amplification reach, reputational impact) Provide insights and recommendations to evolve strategy, improve ROI, and increase enterprise adoption Contribute to executive‑level reporting on storytelling effectiveness and external validation Support our growing and evolving Enterprise Awards Recognition program Support the scaling of the enterprise awards program as volume and scope increase, including coordinating cross‑functional partner outreach, scheduling stakeholder interviews, maintaining the awards tracker, and ensuring timelines are met Expand internal awareness and engagement by developing and distributing updates (email communications, presentations), proactively onboarding new teams, and identifying emerging technologies across the enterprise Maintain and evolve a centralized portfolio of award stakeholders and subject matter experts, including POCs, technologies, and recent product achievements to enable efficient and targeted submissions Partner with internal innovation channels (e.g., patent pipelines and related efforts) to proactively identify new technologies, solutions, and teams for award consideration Support measurement and optimization of awards impact, including amplification tracking, process improvements, performance metrics, and use of internal tools and AI to enhance research and submission quality Required Qualifications 7–10 years of experience in customer advocacy, storytelling, comms, or marketing Proven ability to build and scale programs that drive reputational impact and business value Experience leveraging VOC platforms (e.g., Medallia, Qualtrics) to identify and activate customer stories Proven expereince communicating to and building relationships with stakeholders, including executive leadership. Demonstrated ability to translate data and outcomes into compelling, credible narratives Proficiency in Microsoft Office Suite (PowerPoint, Excel) and content management systems Preferred Qualifications Experience in Healthcare or Health Insurance industry Demonstrated ability to operate in highly complex, matrixed environments and drive alignment across stakeholders Experience working with Communications, Legal/Compliance, or PR partners on external‑facing content Education Bachelor’s Degree This role does not provide visa support at this time Pay Range The typical pay range for this role is: $75,400.00 - $182,549.00 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. Additional details about available benefits are provided during the application process and on Benefits Moments ( We anticipate the application window for this opening will close on: 07/27/2026 Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state and local laws. CVS Health is an equal opportunity/affirmative action employer, including Disability/Protected Veteran — committed to diversity in the workplace. #J-18808-Ljbffr CVS Health