Customer Experience Strategy Manager

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.

About the Team

The Experience team within Caremark Member Operations (CMO) Strategy is a dedicated group of Customer Experience (CX) professionals who partner across the enterprise to improve the CVS Caremark member experience. Our mission is to enable members to fill prescriptions with no surprises and minimal effort , supporting organizational goals to :

• Increase Net Promoter Score (NPS)
• Reduce call center volume
• Advance competitive positioning

Position Summary

As the Customer Experience Strategy Manager , you will play a critical role in shaping and delivering exceptional member experiences across CVS Caremark and the broader enterprise. You will advocate for members, analyze current-state processes, identify pain points, and design future-state journeys that simplify prescription fulfillment. This role requires strong strategic thinking, cross-functional collaboration, and the ability to translate insights into actionable improvements.

Key Responsibilities

Your success will be defined by your ability to create meaningful impact for our members and customers in a fast-paced, dynamic environment. You will help drive the organization toward a digital-first experience, supporting members throughout their journey. Your contributions will strengthen CVS Health’s position in the PBM marketplace and elevate our commitment to innovation and service excellence.

Core Competencies

To be a candidate for this role you will possess the following :

Required Qualifications

Preferred Qualifications

Education

Anticipated Weekly Hours

40

Time Type

Full time

Pay Range

The typical pay range for this role is :

$60,300.00 - $145,860.00

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.

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

We anticipate the application window for this opening will close on : 11 / 28 / 2025

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