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Customer Experience Management, Consultant

at CVS Health

Posted: 3/9/2019
Job Reference #: 959126BR
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Job Description

Job Title :
Customer Experience Management, Consultant
Job ID :
959126BR
Location :
RI - Cumberland
Street Address :
1700 Highland Corporate Drive
Category :
Information Systems
Description :
Job Description
As a vital member of the Digital Customer Experience Management team, the Call Center Consultant will be the liaison between the Digital Business Units (Retail, Minute Clinic, Integrated Pharmacy, PBM, and Specialty) and the Digital Call Centers. This person will be responsible for gathering the Digital Product Roadmap from the Digital Product Management teams. This person will work with the Senior Manager, Customer Experience Management to communicate the Digital Product Roadmaps to the Call Center and ensure appropriate training is provided. Additionally, supporting the Senior Manager, Customer Experience Management in creating call center volume forecasts will be critical, to not only reduce costs, but also ensure customers are appropriately supported with new digital product launches. The individual in this role will be driven, analytical and have a passion for customer experience and process excellence.

Responsibilities
- Work closely with the Digital Product Management teams to ensure the product roadmap for upcoming initiatives is provided to the Digital Call Centers.
- Support the Senior Manager, Customer Experience Management to develop call volume forecasts for the year based on growth projections, product initiatives and additional variables including traffic forecasts.
- Support the Senior Manager, Customer Experience Management to develop a strategy and quantitative model for call volume reduction through partnering with the Digital Product Management teams on roadmap initiatives and with the Customer Experience Management team on feedback from different customer experience channels.
- Baseline and monitor call volume and top call drivers to identify reduction in calls, emerging trends or the need to provide adjustments to Call Center forecasts.
- Create summaries for call volume actuals vs targets based on the Product Management roadmaps for leadership and cross-functional stakeholders.

Required Qualifications
- Bachelor's degree in related discipline
- Experience in quantitative and qualitative analysis and research
- Intermediate to advanced Excel experience to create and analyze reports
- Proficient use of PowerPoint, Word, Visio, and SharePoint
- A deep passion and mindset for striving to guarantee delightful digital customer experience
- Must have reliable transportation and a clear driving record.

Preferred Qualifications
- Proficient in the use of various modern digital tools, and familiarity with basics of web based and native mobile applications
- Excellent organization, communication, presentation and people skills with a strategic approach to problem solving; demonstrated ability to task across several important, time-sensitive tasks is a must
- Excellent oral and written communication skills
- Must be self-directed and possess excellent organizational skills
- Exposure to Digital Healthcare

Education
Bachelor's degree 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.

If technical issues are preventing you from applying to a position, contact Kenexa Helpdesk at 1-855-338-5609 or cvshealthsupport@us.ibm.com. For technical issues with the Virtual Job Tryout assessment, contact the Shaker Help Desk at 1-877-987-5352.

Application Instructions

Please click on the link below to apply for this position. A new window will open and direct you to apply at our corporate careers page. We look forward to hearing from you!