Senior Manager, Customer Experience Intelligence (AI & Insights)

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, Customer Experience Intelligence (AI & Insights) 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 embed 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 of ML/AI to measurement and deploy capabilities that future‑accelerate our best‑in‑class customer experience program. This candidate will be responsible for leading and developing a team as well as a cross‑functional collaborator ensuring peers are using AI best practices. Responsibilities 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 organise, writing ETL/ELT (Extract / Transform / Load) processes, collect and standardise data that help generate insights and address reporting needs. Proven experience utilizing enterprise cloud SQL environments and statistical packages to extract and analyse data, enabling actionable insights, complex problem‑solving, and a strong customer service orientation. 5+ years building & automating data pipelines, applying data transformation, and integrating key business logic preferably using AI native. 2+ years leading projects end‑to‑end, including mentoring junior analysts and/or technical teams. 1+ years 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, behavioural, 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 modelling, 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, prioritise competing workstreams, and build relationships across large and complex organisations. Ability to analyse 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 develop 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 programme in addition to the base pay range listed above. This position also includes an award target in the company's equity award programme. Great Benefits 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 programmes, and other resources, based on eligibility. Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state and local laws. #J-18808-Ljbffr Hispanic Alliance for Career Enhancement