Lead Data Scientist – Customer Experience Improvement

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.

Position Summary

We are seeking a Lead Data Scientist – Customer Experience Improvement to advance the next generation of analytics and decision-making in support of Medicaid customer experience improvement initiatives. This position is responsible for leveraging advanced analytics to identify, validate, and implement strategies that enhance member experiences across multiple touchpoints. This position combines deep expertise in machine learning, conversational analytics, AI agents, LLMs, and decision intelligence with a strong understanding of customer experience frameworks to drive actionable insights and measurable improvements.

The ideal candidate will:

• Analyze complex datasets to uncover trends, pain points, and opportunities for improvement.
• Apply predictive and prescriptive analytics, experimentation, and visualization techniques to inform decision-making.
• Collaborate cross-functionally with CX, operations, marketing, and clinical teams to co-create solutions that align with enterprise goals.
• Develop business cases and track KPIs to measure impact and ensure continuous improvement.
• Operate effectively in a matrixed environment, managing priorities and deliverables while reporting to multiple leaders.
• Communicate insights clearly through compelling storytelling and foster alignment among diverse stakeholders.

This role requires a customer-centric mindset, technical proficiency in analytics tools and platforms, and strong interpersonal skills to thrive in a dynamic, collaborative setting.

Required Qualifications

• 5+ years of experience in advanced analytics, decision science, applied AI/ML.
• 5+ years of experience in one or more areas of advanced modeling: predictive analytics, reinforcement learning, NLP, LLM, or causal inference.
• 5+ years programming skills in Python and SQL, with a focus on managing large and complex analytical projects from data exploration, model building, performance evaluation and testing
• Proven records of applying analytical rigor and statistical methods to analyze large amounts of data, using causal inference and other advanced statistical techniques.
• Comfort in a Matrixed Environment: Ability to work effectively in a matrixed organizational structure, including managing priorities and deliverables while reporting to multiple leaders. This requires strong communication, adaptability, and stakeholder alignment skills.
• Business Case Development: Ability to translate insights into actionable strategies, create business cases, and align with organizational priorities.
• Communication & Storytelling: Strong ability to present complex data insights in a clear, compelling narrative for stakeholders.
• Collaboration & Stakeholder Engagement: Experience working cross-functionally with product, operations, catalyst, CX experience, and marketing teams to implement CX improvements.
• Empathy & Customer-Centric Mindset: Understanding customer needs and emotions to design solutions that resonate and drive loyalty.

Preferred Qualifications

• Familiarity with BI tools (Tableau, Looker, Power BI) and analytics engineering (GCP, and other modern warehouses).
• 3+ years of experience in designing and deploying data science solutions in member/consumer engagement environment.
• 3+ years of experience in healthcare industry, understanding Medicaid, with a strong interest in improving outcomes through intelligent decision systems
• Hands on experience with LLMs, generative AI, or conversational AI frameworks (e.g., LangChain, AutoGen, CrewAI, RAG).

Education

• Master’s degree or equivalent work experience in a relevant field.
• PhD preferred.

Pay Range

The typical pay range for this role is:

$142,140.00 - $284,280.00

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 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: 11/19/2025

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