Retail Customer Experience Manager

About the role

The Senior Manager of Retail Customer Experience will lead day‑to‑day operations of CVS Health’s retail CX reporting, turning customer feedback into actionable insights for over 9,000 stores. Reporting to the Lead Director of Customer Experience, Enterprise Insights, you will champion the voice of the customer across the organization.

Key responsibilities

• Design, manage and analyze large‑scale CX surveys, including questionnaire design, vendor coordination and data collection.
• Produce regular Tableau dashboards and clear reports that translate survey and text‑analytics data into business‑impacting recommendations.
• Support ad‑hoc insight projects, cross‑tab creation, results reporting and presentation building for key stakeholders.
• Oversee CX program logistics such as communication scheduling, account‑team training, and vendor management.

Required profile

• 7+ years of experience analyzing customer insights or related fields.
• 5+ years creating dashboards with Tableau and conducting Excel‑based data analysis.
• 5+ years building reports and presentations in PowerPoint.
• 5+ years of intermediate project/program management, including planning and resource coordination.
• 3+ years of intermediate data analysis skills and basic statistical knowledge.

Required skills

• Tableau
• Microsoft Excel
• Microsoft PowerPoint
• Data analysis and basic statistics
• Project and program management
• Experience with CX platforms such as Medallia, CSpace or Forrester (preferred)

What we offer

• Base salary range $82,940 – $199,144 per year, plus bonus, commission and equity awards.
• Comprehensive medical, dental, vision, life insurance, short‑ and long‑term disability.
• 401(k) retirement plan and Employee Stock Purchase Plan.
• Paid Time Off, paid holidays and additional well‑being programs.
• Store discounts and partner discount programs.