Customer Experience Strategy Manager

At CVS Health, we’re building a world of health around every consumer and surrounding ourselves with dedicated colleagues who are passionate about transforming health care.

As the nation’s leading health solutions company, we reach millions of Americans through our local presence, digital channels and more than 300,000 purpose-driven colleagues – caring for people where, when and how they choose in a way that is uniquely more connected, more convenient and more compassionate. And we do it all with heart, each and every day.

About the Team

The Experience team within Caremark Member Operations (CMO) Strategy is a dedicated group of Customer Experience (CX) professionals who partner across the enterprise to improve the CVS Caremark member experience. Our mission is to enable members to fill prescriptions with no surprises and minimal effort, supporting organizational goals to:

• Increase Net Promoter Score (NPS)
• Reduce call center volume
• Advance competitive positioning

Position Summary

As the Customer Experience Strategy Manager, you will play a critical role in shaping and delivering exceptional member experiences across CVS Caremark and the broader enterprise.  You will advocate for members, analyze current-state processes, identify pain points, and design future-state journeys that simplify prescription fulfillment.  This role requires strong strategic thinking, cross-functional collaboration, and the ability to translate insights into actionable improvements.

Key Responsibilities

• Represent the Business Strategy: Serve as the voice of the member within cross-functional teams, ensuring alignment between business goals and experience design
  • Part of the working team across member channels, bridging business strategy and technical execution
  • Consult on feature prioritization, roadmap planning, and change management
  • Ensure alignment between member experience vision and enterprise objectives
• Develop Member-Centric Solutions: Create problem statements and outcomes that address member needs, reduce friction and create consistency across channels
• Perform Journey Mapping & Analysis:
  • Review current-state data and processes to identify pain points
  • Design future-state experiences that enable self-service and proactive issue resolution
• Prioritize Improvements: Partner with stakeholders to size opportunities, assess impact, and prioritize initiatives that deliver the greatest benefit
• Strategically Align Efforts and Outcomes: Ensure that all member experience strategies and improvements are directly aligned with CVS Caremark’s strategic goals—driving measurable impact on Net Promoter Score (NPS), reducing call volume, and advancing other key performance metrics that define success
• Advance Digital-First Priorities: Support strategic development and execution of digital adoption initiatives to drive member registration, engagement, and self-service behavior
• Empower Transformation Efforts: Partner with cross-functional teams to articulate and promote the MX vision, strategy, and roadmap, driving stakeholder alignment and frontline readiness

Your success will be defined by your ability to create meaningful impact for our members and customers in a fast-paced, dynamic environment.  You will help drive the organization toward a digital-first experience, supporting members throughout their journey.  Your contributions will strengthen CVS Health’s position in the PBM marketplace and elevate our commitment to innovation and service excellence.

To be a candidate for this role you will possess the following:

• Excellent communication and facilitation skills; ability to influence across multiple levels and functions
• Strong analytical skills

Required Qualifications

• 5+ years of experience in Customer Experience, Product Management, Strategy, Process Improvement or related fields
• Experience in journey mapping and data-driven decision-making

Preferred Qualifications

• Familiarity with healthcare, pharmacy benefit management (PBM), or related industries
• Lean Six Sigma methodology experience

Education

• Bachelor’s degree in Business, Marketing, or related field required
• MBA preferred

Anticipated Weekly Hours

40

Time Type

Full time

Pay Range

The typical pay range for this role is:

$60,300.00 - $145,860.00

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. 
 

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 our comprehensive and competitive mix of pay and benefits – investing in the physical, emotional and financial wellness of our colleagues and their families to help them be the healthiest they can be. In addition to our competitive wages, our great benefits include:

• Affordable medical plan options, a 401(k) plan (including matching company contributions), and an employee stock purchase plan.

• No-cost programs for all colleagues including wellness screenings, tobacco cessation and weight management programs, confidential counseling and financial coaching.

• Benefit solutions that address the different needs and preferences of our colleagues including paid time off, flexible work schedules, family leave, dependent care resources, colleague assistance programs, tuition assistance, retiree medical access and many other benefits depending on eligibility.

For more information, visit https://jobs.cvshealth.com/us/en/benefits

We anticipate the application window for this opening will close on: 11/28/2025

Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state and local laws.