Director, Voice of the Customer
Alma- Full Time
- Expert & Leadership (9+ years)
Candidates should possess 7+ years of experience in Digital Product Ownership or Management, with a focus on Voice of the Customer or Customer Experience Management, and 7+ years of experience in roles requiring strong verbal and written communication skills.
The Senior Manager, Digital Customer Experience will lead a team to drive continuous Customer Satisfaction Initiatives within the Digital Product portfolio, develop robust market insights by leveraging Voice of Customer tools and market research, determine and implement tools for gathering customer feedback, influence prioritization of production support fixes and backlog based upon VOC input, leverage customer insights to refine product features and positioning, work with various Digital teams and stakeholders, drive continuous process improvements during product development, develop and implement standard operating procedures, and drive a shift to proactive issue detection through the development of a measurement framework.
Comprehensive pharmacy and healthcare services
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.