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Director, Marketing Research
CVS Health Corporation
Woonsocket, RI, United States
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Position Summary
Do you want to help shape the future of retail and healthcare at a highly innovative Fortune 5 company? Lead the Feedback & Experience capability for the combined CVS Health / Aetna enterprise. As we look to deliver enhanced value and improved health outcomes for consumers, this role will be pivotal to help the enterprise understand where to focus, how to message, and what offers and opportunities will have greatest impact. Help CVSH move toward the future by enhancing its ability to source, synthesize, share and act on feedback about the patient, provider, and customer experience across the enterprise. Your work will not only shape the customer experience, but also influence how team members across CVSH are compensated and motivated.
Manage a team of approximately 10 experienced market research, platform implementation, and platform analytics professionals, leading one of the first teams to combine in the merger and helping to shape its mission and composition. Work within the enterprise Customer Insights and Experience team, functioning as part of a community of research professionals who not only help each other, but are also passionate about the future of retail, healthcare, and the voice of the customer. You will have regular contact with the CMO, leaders in marketing, and line executives. The insights your team generates from millions of data points of feedback will impact the experience across 10,000 retail stores, influence tens of millions in advertising and marketing spending, and likely touch 75%+ of the US population. The budget for this capability is low seven figures annually.
JOB DUTIES:
1. Drive vision, implementation for enterprise platform to collect, analyze & distribute feedback
2. Champion change management and action feedback w/ leaders
3. Proactively connect key partners with relevant insights; champion voice of consumer
4. Uphold excellence in platform and data management
5. Oversee Performance Guarantee work
Required Qualifications
1. 2+ years experience working with customer feedback, synthesizing it for implications, and using the resulting insight to drive change / influence the customer experience
2. 4+ years experience managing teams, with a track record of nurturing team members and a low attrition rate. Must have experience managing 4+ people at once; ideally more, over a number of years
3. 2+ years experience managing vendor relationships and adapting to new platforms; experience with Medallia is not essential but will be highly valuable in this role
4. 2+ year of strong project and platform management skills, including budget management, procurement, enhancing functionality of existing platforms, and working seamlessly between internal team members and vendor partners
5. Track record of innovation / experience with emerging insights technologies such as machine learning, social listening, text analytics in the past
6. 5+ years of 4 strong PowerPoint and document management skills are a plus—the ability to review a presentation and spot inconsistencies in data, story, formatting are essential. Careful, thorough work is table stakes
7. This role is based at CVS Health’s Corporate Headquarters in Woonsocket, RI
Preferred Qualifications
• Strong PowerPoint and document management skills are a plus
Education
A Bachelors degree is required.
Business Overview
It’s a new day in health care.
Combining CVS Health and Aetna was a transformative moment for our company and our industry, establishing CVS Health as the nation’s premier health innovation company. Through our health services, insurance plans and community pharmacists, we’re pioneering a bold new approach to total health. As a CVS Health colleague, you’ll be at the center of it all.
We offer a diverse work experience that empowers colleagues for career success. In addition to skill and experience, we also seek to attract and retain colleagues whose beliefs and behaviors are in alignment with our core values of collaboration, innovation, caring, integrity and accountability.
CVS Health is an equal opportunity/affirmative action employer. Gender/Ethnicity/Disability/Protected Veteran – we highly value and are committed to all forms of diversity in the workplace. We proudly support and encourage people with military experience (active, veterans, reservists and National Guard) as well as military spouses to apply for CVS Health job opportunities. We comply with the laws and regulations set forth in the following EEO is the Law Poster: EEO IS THE LAW and EEO IS THE LAW SUPPLEMENT. We provide reasonable accommodations to qualified individuals with disabilities. If you require assistance to apply for this job, please contact our Advice and Counsel Reasonable Accommodations team. Please note that we only accept applications for employment via this site.