Senior Manager Customer Insights & Analytics - Military Veterans

Bring your heart to CVS Health. Every one of us at CVS Health shares a single, clear purpose: Bringing our heart to every moment of your health. This purpose guides our commitment to deliver enhanced human-centric health care for a rapidly changing world. Anchored in our brand — with heart at its center — our purpose sends a personal message that how we deliver our services is just as important as what we deliver.
 
Our Heart At Work Behaviors™ support this purpose. We want everyone who works at CVS Health to feel empowered by the role they play in transforming our culture and accelerating our ability to innovate and deliver solutions to make health care more personal, convenient and affordable.

Job Purpose and Summary:

At CVS Health, our retail business is a critical part of our strategy – it’s where and how consumers can take care of their everyday well-being with products that help with physical, mental, social/emotional well-being. We are looking for passionate, innovative, customer-centric thinkers who are comfortable using data, technology, critical thinking skills and insights to drive business results.

The Loyalty team aims to inspire customers to choose CVS as their health and wellness go-to retailer by delivering value and the most rewarding personalized shopping experience.

The Loyalty team is seeking a highly skilled and experienced Senior Manager of Member Growth Analytics with strong SQL skills to join our Customer Insights and Analytics team. In this role, you will be responsible for analyzing and interpreting complex data sets to derive actionable insights related to loyalty member behavior, market trends, and other key performance indicators. Your expertise in SQL and background in data analysis will be essential in driving member insights and optimizing business performance to support the growth and evolution of ExtraCare and ExtraCare Plus.

You will touch and work with many teams, including Analytics & Behavioral Change, Retail Analytics, Business Intelligence in Marketing, Promo, RX Growth, and Customer Insights. Sr. Manager of Customer Insights and Analytics will report to the Director of Customer Insights and Analytics and primarily focus on behavior of ExtraCare and ExtraCare Plus members, as well as Rx patients opted into ExtraCare.

Primary Job Duties & Responsibilities:

Data Analysis and Interpretation :Estimated % of Time 25%

Utilize your strong analytics skills to extract, transform, and analyze large datasets from various sources.  Including internal SQL member/trip data, customer databases. Identify patterns, trends, and correlations in the data, and interpret them in a business context. Effectively blend all analytical tools at our disposal – including external, non-traditional data sources.

Insights Generation : Estimated % of Time 25%

Translate raw data into meaningful insights and recommendations that support business decision-making and uncover total store growth opportunities. Develop reports, dashboards, and visualizations to effectively communicate findings to key stakeholders. Focus on providing actionable insights that can drive member engagement and total store growth strategies and improve business outcomes.

Customer Behavior Analysis : Estimated % of Time 25%

Analyze customer segmentation, purchasing patterns, and preferences to identify opportunities for member acquisition, retention, and loyalty. Provide actionable insights for activation across benefit innovation, engagement, and improve overall member experience. Identify key customer cohorts and develop strategies to maximize their value.

Performance Tracking : Estimated % of Time 10%

Develop and maintain key performance indicators (KPIs) and performance dashboards as needed to track customer and financial performance and identify areas for improvement.

Collaborative Partnerships: Estimated % of Time 10%

Collaborate with cross-functional teams, Analytics, Data Engineering, and others, to gather requirements, define data needs, and support data-driven decision-making. Work closely with stakeholders to understand business objectives and provide analytical support.

Data Governance: Estimated % of Time 5%

Ensure data accuracy, integrity, and compliance with privacy regulations. Advocate for data-driven decision-making and promote a data-driven culture within the organization.

Essential Qualifications and Functions: 

The successful candidate will have a strong work ethic, be a self-starter, and able to be highly productive in a dynamic, collaborative environment. The ideal candidate will have the following knowledge / skill / ability:

• Highly responsible and accountable for building strong business value
• Consistently leads by example and contributes to overall team success through a positive mindset and resiliency
• Extensive skills and hands-on programming experience with SQL and relational databases like Teradata or Snowflake
• Strong analytical and problem-solving skills with the ability to translate complex data into actionable insights.
• Deep experience in database analytics, visualization, and reporting
• Knowledge of customer and financial concepts and the ability to create business cases
• Passion for customer experience and data-driven understanding of customer behavior and opportunities
• Willingness to roll up your sleeves to tackle whatever the most pressing problem of the day is. (A true startup mentality within a large corporation).
• Expertise leveraging MS Office Suite, including advanced Excel and Powerpoint capabilities
• Interest in loyalty and retail
• Proven track record of the ability to work collaboratively with internal and external business partners to deliver ROI from effective targeting and communication strategies
• Regular and reliable attendance during normal working hours, as established by the leader
• 8+ years of total business experience
• 8+ years’ experience structuring and leading analytical efforts to deliver relevant business insights and key growth opportunities
• 8+ years of experience using analytical tools such as SQL, Snowflake, Teradata tools, Tableau, and database solutions; extensive skills and hands-on programming experience with SQL
• 8+ years of experience leading cross-functional teams and initiatives with a high degree of complexity
• 8+ years developing strategies to mobilize the business to achieve goals and outcomes using innovative solutions
• 8+ years influencing with and without authority
• 8+ years leveraging data to support strategic plans and return on investment
• 8+ years experience working with a team to prioritize work based on skills, needs, timelines, etc.
• 8+ years experience engaging and inspiring a team to reach optimal business outcomes together
• Ability to work across simultaneous projects quickly and effectively prioritizing and delivering impactful and error-free work.
• Any additional tasks as directed by supervisor or manager
• Bachelor’s degree in Marketing, Statistics, Economics, Mathematics, Computer Science, or a related field or equivalent experience
• Travel requirements – up to 25% travel expected

Skill In:

• Strong executive presence and business acumen
• Superior ability to influence without authority and build relationships quickly
• Excellent verbal and written communication skills, including presenting to large audiences and senior leaders
• Balancing, coordinating, and executing multiple competing priorities across multiple stakeholders
• Delegation and assignment of responsibilities within a project to appropriate stakeholders
• Influencing without authority to align multiple stakeholders to a common goal and hold teams accountable for delivering results
• Framing complex problems and developing solutions that address multiple interests with minimal guidance or direction
• Identifying risk and mitigation strategies to ensure success
• Using critical thinking and strategy to balance multiple stakeholder needs (e.g. patient, customer, executives, business owners, enterprise)
• Demonstrating strong attention to detail and follow through with commitments

Ability to:

• Translate vision and strategy into actionable timelines and produce successful outcomes
• Navigate ambiguity and change to achieve goals despite potential obstacles
• Pivot priorities quickly to adapt to and meet changing business needs
• Exhibit model professional behaviors that are consistent with collaborating with senior leadership and that demonstrate a strong bias for inclusion, collaboration, building trust, driving for and delivering results as well as supporting innovation and change
• Continuously accept feedback and where appropriate, create thoughtful recommendations to adapt governance strategy, involving appropriate stakeholders where needed for alignment
• Deliver high quality professional communications, presentations, responses and analyses on a wide range of requests by working quickly, independently and with minimal direction
• Communicate clearly to small and large groups internally and externally to lead complex projects to completion
• Collaborate cross functionally with leaders and colleagues’ enterprise wide to solution, implement, and drive results, including execution support where required
• Plan, develop, and execute short- and long-term goals
• Collaborate with retail to identify projects in flight, pilots, and efforts that require field and store support
• Lead a team responsible for providing recurrent analysis and reporting on CVS communications – reaching intended audiences, execution and improvement of processes

Preferred Qualifications: 

• Retail RX experience and/or experience with large data sets.
• Knowledge of retail marketing, customer behavior analysis and market research a plus.
• Proficiency in data visualization to effectively communicate insights visually.
• Excellent communicator, both verbal and written, with the ability to set and frame a vision for executive alignment.  Keen ability to distill complex ideas into simpler framework and illustrations.  
• Familiarly with pharmaceutical industry regulations and compliance is desirable.
• Experience building a high-performing team
• 10+ years of total business experience
• 10+ years’ experience structuring and leading analytical efforts to deliver relevant business insights and key growth opportunities.
• 10+ years of experience leading cross-functional teams and initiatives with a high degree of complexity
• 10+ years developing strategies to mobilize the business to achieve goals and outcomes using innovative solutions
• 10+ years influencing with and without authority
• 10+ years leveraging data to support strategic plans and return on investment
• 10+ years experience working with a team to prioritize work based on skills, needs, timelines, etc.
• 10+ years experience engaging and inspiring a team to reach optimal business outcomes together

Education

• Bachelor’s degree in Statistics, Economics, Finance, Math, Economics, Computer Science, Engineering or equivalent 
•  Master's degree is a plus

Pay Range

The typical pay range for this role is:

$82,940.00 - $182,549.40

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. 
 
In addition to your compensation, enjoy the rewards of an organization that puts our heart into caring for our colleagues and our communities.  The Company offers a full range of medical, dental, and vision benefits.  Eligible employees may enroll in the Company’s 401(k) retirement savings plan, and an Employee Stock Purchase Plan is also available for eligible employees.  The Company provides a fully-paid term life insurance plan to eligible employees, and short-term and long term disability benefits. CVS Health also offers numerous well-being programs, education assistance, free development courses, a CVS store discount, and discount programs with participating partners.  As for time off, Company employees enjoy Paid Time Off (“PTO”) or vacation pay, as well as paid holidays throughout the calendar year. Number of paid holidays, sick time and other time off are provided consistent with relevant state law and Company policies. 
 
For more detailed information on available benefits, please visit Benefits | CVS Health

We anticipate the application window for this opening will close on: 01/31/2025

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