Manager, Customer Journey Advocacy and Trust

We're building a world of health around every individual — shaping a more connected, convenient and compassionate health experience. At CVS Health®, you'll be surrounded by passionate colleagues who care deeply, innovate with purpose, hold ourselves accountable and prioritize safety and quality in everything we do. Join us and be part of something bigger - helping to simplify health care one person, one family and one community at a time. Position Summary This role helps drive Enterprise initiatives to reduce friction, strengthen trust, and improve outcomes at key moments in the Pharmacy Order Fulfillment Journey. The individual in this role will lead high‑impact initiatives at the intersection of customer experience, operations, analytics, and cross‑business collaboration. Success requires strong customer empathy, an entrepreneurial mindset, comfort navigating ambiguity, analytical rigor, and the ability to clearly and proactively communicate with senior leaders and partners across the Enterprise. Roles & Responsibilities Lead and support projects addressing complex, high‑impact problems (e.g., return to stock), partnering across Operations, Technology, Pharmacy, and other business units to explore, prioritize, and deliver new tactics Identify friction points through analysis of data and customer signals; translate findings into clearly defined problem statements, requirements, and recommended actions Run and interpret analyses (e.g., SQL‑based) to understand performance trends, diagnose root causes, and quantify opportunity size Support development and ongoing refinement of initiative backlogs, balancing short‑term improvements with longer‑term strategic opportunities Support time‑sensitive issues by investigating problems, clarifying customer impact, and driving alignment and resolution with cross‑functional partners Required Qualifications Experience owning a program or initiative end‑to‑end, from problem definition through delivery, measurement, and iteration Strong analytical skills, including the ability to run and interpret analyses (e.g., SQL) and translate data into actionable insights Proven cross‑functional leadership skills, with experience working across teams and business units to deliver outcomes Ability to operate effectively, thinking and acting strategically, in ambiguous, evolving problem spaces Excellent written and verbal communication skills, including comfort supporting senior‑leader‑level updates Preferred Qualifications Experience in healthcare, pharmacy, retail, or other complex/regulated environments Experience supporting enterprise or multi‑LOB initiatives with executive visibility Familiarity with customer journey, fulfillment, or operational performance metrics Experience building business cases or using experimentation to assess impact Education Bachelor's degree and/or equivalent experience Anticipated Weekly Hours 40 Time Type Full time Pay Range The typical pay range for this role is: $66,330.00 - $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 offering a comprehensive and competitive mix of pay and benefits that reflects our commitment to our colleagues and their families. This full‑time position is eligible for a comprehensive benefits package designed to support the physical, emotional, and financial well‑being of colleagues and their families. The benefits for this position include medical, dental, and vision coverage, paid time off, retirement savings options, wellness programs, and other resources, based on eligibility. Additional details about available benefits are provided during the application process and on Benefits Moments. We anticipate the application window for this opening will close on: 05/10/2026 Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state and local laws. Our Work Experience is the combination of everything that's unique about us: our culture, our core values, our company meetings, our commitment to sustainability, our recognition programs, but most importantly, it's our people. Our employees are self-disciplined, hard working, curious, trustworthy, humble, and truthful. They make choices according to what is best for the team, they live for opportunities to collaborate and make a difference, and they make us the #1 Top Workplace in the area.