Lead Director, HR Shared Services Transformation AI & Analytics at CVS Health

Cumberland, Rhode Island, United States

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Not SpecifiedCompensation

Senior (5 to 8 years), Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

Healthcare, Human ResourcesIndustries

Requirements

Strategic direction and ownership experience in HR Shared Services processes, policies, metrics, and digital enablement
Expertise as a global process owner, with skills in alignment, standardization, and optimization across HR functions
Proficiency in integrating people analytics, data governance, and reporting to create unified HR performance dashboards
Ownership capability for HR Shared Services technology roadmaps, including ServiceNow HRSD, AI/automation, RPA, and predictive analytics
Leadership in driving transformation to elevate HR employee experience, ensure data accuracy, and deliver actionable insights
Experience leading cross-functional process design, harmonization workshops, and continuous improvement initiatives
Knowledge of policy governance, compliance, regulatory requirements, and partnership with Legal/Compliance/HR leadership
Skills in metrics consolidation, KPI definition (e.g., employee experience, productivity, service quality, cost optimization), and data governance enforcement
Ability to partner with IT, vendors, People Analytics teams, and senior leaders for technology implementation and ROI delivery
Strong leadership, coaching, change management, and adoption strategy skills for HRSS teams, vendors, and stakeholders
Capability to foster a culture of continuous improvement, innovation, and accountability

Responsibilities

Serve as process owner for HR Service center, ensuring standardization, scalability, and continuous improvement across regions/functions
Align end-to-end processes with enterprise goals, HR Business Partner needs, and employee experience priorities
Lead cross-functional process design and harmonization workshops to identify/eliminate inefficiencies
Champion continuous improvement and standardize governance/service delivery
Provide oversight/ownership of HR Shared Services policies, keeping them current, consistent, and aligned with enterprise standards
Maintain centralized library of HRSS policies for access, transparency, and accountability
Partner with Legal, Compliance, and HR leadership to meet regulatory, risk, and ethical requirements
Establish structured review cadence for policy relevance amid evolving business/regulatory needs
Own alignment of HR Shared Services metrics, consolidating reporting into a single source of truth dashboard
Establish/enforce HR data governance standards for accuracy, consistency, and compliance
Partner with People Analytics to define KPIs (employee experience, productivity, service quality, cost optimization) and deliver insights to leaders
Own HRSS technology roadmap (ServiceNow HRSD, AI/automation, RPA, predictive analytics)
Drive AI-powered capabilities (knowledge bots, case routing, predictive insights) to enhance service delivery
Partner with IT/vendors for technology alignment, ROI, and evaluation of emerging technologies/best practices
Provide leadership/coaching to HRSS teams, vendors, and stakeholders on process/policy/technology initiatives
Lead change management/adoption for new processes, policies, analytics, and technology
Foster culture of continuous improvement, innovation, and accountability
Oversee integrated portfolio of HR transformation and technology initiatives

Skills

Key technologies and capabilities for this role

HR Shared ServicesProcess OptimizationPeople AnalyticsData GovernanceServiceNow HRSDAIAutomationPortfolio ManagementHR MetricsDigital TransformationPolicy GovernanceContinuous Improvement

Questions & Answers

Common questions about this position

What is the employment type for this position?

This is a full-time position.

Is this role remote or does it require office presence?

This information is not specified in the job description.

What key skills and experiences are required for the Lead Director role?

The role requires expertise in HR operational excellence, process ownership, policy governance, metrics and data governance, people analytics, and leading HRSS technology roadmaps including ServiceNow HRSD and AI/automation initiatives.

What is the company culture like at CVS Health?

CVS Health emphasizes building a world of health with dedicated, purpose-driven colleagues passionate about transforming health care in a connected, convenient, and compassionate way.

What makes a strong candidate for this Lead Director position?

Strong candidates will have experience serving as a global process owner for HR Shared Services, leading cross-functional process design, championing continuous improvement, owning technology roadmaps like ServiceNow HRSD and AI initiatives, and partnering with analytics teams for data-driven insights.

CVS Health

Comprehensive pharmacy and healthcare services

About CVS Health

CVS Health operates a large network of retail pharmacies and walk-in medical clinics across the United States, providing a variety of health-related products and services. Their offerings include prescription medications, over-the-counter health products, and beauty items, as well as pharmacy benefits management and specialty pharmacy services. CVS Health's integrated business model allows them to serve individual consumers, businesses, and communities effectively, with a focus on improving health outcomes and reducing healthcare costs. Unlike many competitors, CVS Health combines pharmacy services with medical care, making it easier for patients to access quality healthcare. The company's goal is to enhance access to healthcare and support individuals in achieving better health.

Woonsocket, Rhode IslandHeadquarters

1963Year Founded

DEBTCompany Stage

Healthcare, Consumer GoodsIndustries

10,001+Employees

Benefits

Health Insurance

Dental Insurance

Vision Insurance

Life Insurance

Disability Insurance

401(k) Retirement Plan

Company Equity

Wellness Program

Professional Development Budget

Paid Vacation

Paid Holidays

Risks

Legal challenges related to opioid prescriptions could harm CVS's reputation and finances.

The DOJ's intervention in a whistleblower lawsuit may increase legal costs for CVS.

The Horizon Organic Milk recall exposes potential vulnerabilities in CVS's supply chain.

Differentiation

CVS Health operates over 9,600 retail pharmacies and 1,100 walk-in clinics nationwide.

The company integrates pharmacy benefits management with specialty pharmacy services for comprehensive care.

CVS Health offers tailored medication plans through personalized medicine and pharmacogenomics.

Upsides

Expansion of telehealth services allows CVS to reach more patients remotely.

Increased consumer interest in wellness boosts demand for CVS's health-related products.

The trend towards value-based care aligns with CVS's integrated healthcare approach.

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