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CVS Health Lead Director of Front Store Customer Experience in Woonsocket, Rhode Island

Job Description

CVS Health is on a journey to becoming the most consumer-centric health company and create winning experiences for customers, members, and clients. The Lead Director of Front Store Customer Experience will play a critical role in helping CVS Health achieve this goal. As we look to deliver enhanced value and improved health outcomes for members, this role will be pivotal to help the front store process and initiative owners understand where and how to focus to improve customer experience.The Director of Front Store Customer Experience will be responsible for the front store service portfolio including all associated front store business relationships and service goals. They will work consultatively with key leaders to accelerate the pace of change in customer facing front store experiences. Leveraging quantitative, qualitative, and operational insights, you will help these leaders identify and prioritize where we should invest to improve customer sentiment and brand advocacy. This individual will lead efforts to define and execute various programs designed to improve the customer experience in our stores as measured by Front Store Service improvements. Through strategic partnerships in Internal Operations, Field Operations, Customer Insights & Advocacy, and external vendors, this colleague will be accountable for designing the strategy for achieving our company front store service targets and improving CVS Pharmacy’s position on external tracking studies. The leader in this role will need to possess extremely strong collaboration and communication skills as it will require them to influence all levels of the organization on a regular basis. This colleague will also need to demonstrate a deep understanding of our stores and field to lead and impact their portfolio. As the Front Store Customer Experience team continues to grow this individual will be responsible for building out and leading an organization of analyst and strategist to support the evolution of front store service. Lastly, this role will be a key member of our Customer Experience team, functioning as part of a community of professionals who not only help each other, but are also passionate about the future of healthcare and the voice of the customer. You will have opportunities to mentor, and be mentored by, other CX team members. PRIMARY DUTIES AND RESPONSIBILITIES: 1. Proactively connect internal front store focused process owners with relevant customer experience insights that accelerate the CVS Retail front store experience. Champion the voice of the customer across critical front store workstreams such as, omni-channel, loyalty and personalization, checkout, inventory, and front store growth initiatives, to influence process roadmaps and the prioritization of enhancements and operational changes that improve front store experience. 2. Work with retail customer experience data and other data sources to proactively identify customer friction points and potential solutions to those issues. Present and articulate conclusions and recommendations to internal, field, and senior leadership teams 3. Monitor trends with our CX data (align with other relevant data) and report to senior leadership on progress and any potential issues with our feedback measurement 4. Lead and innovate the on-going strategy for Front Store Service Excellence Forum through cross-department collaboration. 5. Create, lead, implement and measure all field facing Front Store Service improvement strategies.Remote work available with 10% travel required.

Required Qualifications

  1. 10-15 years of experience in Retail, Customer Experience, or equivalent roles 2. 5+ years of experience in Field Operations or Internal Operations roles preferred

COVID Requirements

COVID-19 Vaccination Requirement

CVS Health requires certain colleagues to be fully vaccinated against COVID-19 (including any booster shots if required), where allowable under the law, unless they are approved for a reasonable accommodation based on disability, medical condition, religious belief, or other legally recognized reasons that prevents them from being vaccinated.

You are required to have received at least one COVID-19 shot prior to your first day of employment and to provide proof of your vaccination status or apply for a reasonable accommodation within the first 10 days of your employment. Please note that in some states and roles, you may be required to provide proof of full vaccination or an approved reasonable accommodation before you can begin to actively work.

Preferred Qualifications

  1. Ability to champion projects and share a compelling vision, leveraging excellent oral and written presentation skills and effective stakeholder management, including senior executives2. Ability to think creatively, be a self-starter and to proactively develop and present potential solutions. A strategic and analytical thinker with curious mindset who challenges the status quo3. Ability to manage multiple projects simultaneously, adjusting priorities as needed and meeting deadlines4. Ability to produce results by working within established timeframes, deadlines, and understanding potential barriers and next steps5. Proven success articulating a vision for change and making it a reality, ideally within a large organization 6. Strong PowerPoint skills and the ability to create and a succinct story is essential 7. Proficiently use of Microsoft Office


Bachelor's degree or equivalent experience

Business Overview

Bring your heart to CVS HealthEvery 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. We strive to promote and sustain a culture of diversity, inclusion and belonging every day. CVS Health is an affirmative action employer, and is an equal opportunity employer, as are the physician-owned businesses for which CVS Health provides management services. We do not discriminate in recruiting, hiring, promotion, or any other personnel action based on race, ethnicity, color, national origin, sex/gender, sexual orientation, gender identity or expression, religion, age, disability, protected veteran status, or any other characteristic protected by applicable federal, state, or local law.