Customer Insights 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. Our Customer Experience Center of Excellence is at the heart of our customer experiences as we have a unique focus on defining meaningful moments for those we serve. Our north star is creating heartfelt, personalized moments by listening to feedback to remove existing obstacles and simplify enterprise experiences. You are joining a team that cares for the well-being of our colleagues by working together in a supportive, collaborate and agile environment. Position Summary Seeking an experienced Insights Manager with great research, organizational and communication skills. The Aetna Insights Manager is an individual contributor role responsible for owning insights for Medicare, ACA, Commercial and Medicaid health insurance products by uncovering and synthesizing consumer attitudes and perceptions related to various elements of interest, experience, purchase, and retention. The Manager will work with Aetna business partners to understand business needs and context, then help plan actionable, insightful, timely, and cost-effective plans to uncover the relevant customer, prospect, and competitor truths. Learning plans will include a variety of methodologies and data sources (new custom research, ongoing tracking research, syndicated research, etc.), so this individual will need to be able to synthesize insights from a variety of sources into a complete and actionable story. Primary Job Duties & Responsibilities:

• Develop and execute individual learning plan elements to meet business partner objectives in an actionable, timely, and cost-effective way, including: Meeting with multiple Aetna and CVS Health business partners to fully understand the research needs, business objectives, timing, and budget constraints, Assessing the availability of existing data from a variety of sources to answer the objectives, and leveraging existing data into new summaries of insights whenever possible, Managing projects end-to-end, including but not limited to: designing, kicking off, and conducting research, including study design, working with business partners on inputs, and fielding the study, either DIY or with a vendor, Selecting, managing, and successfully working with research vendors. Analyzing data, identifying critical insights, and crafting recommendations, conducting analysis, creating reports or dashboards where relevant, and Sharing insights and recommendations with business partners and leaders to influence plans and executing follow up analysis and drill-down where needed.
• Play an active role in colleague and stakeholder adoption of intelligence and insights by proactively disseminating primary and secondary insights related to topics of interest to the stakeholders by attending relevant meetings and offering the customers’ perspective in the meeting. Help introduce external perspectives, including new vendors and research techniques to Insights colleagues.
• Lead / participate in efforts that help across the Customer Experience Center of Excellence team as assigned by leadership (potential examples include screening new vendors, helping with ad hoc projects, sharing results across teams, cross-training in other lines of business, etc.). Required Qualifications: 3+ years of experience with formal research methods, statistics, and analyses that are common in marketing research. 3+ years of experience designing, planning, analyzing, and delivering successful qualitative and quantitative customer research across a variety of methodologies that meet business partner objectives. 5 years of overall related work experience. Preferred Qualifications: Strong analytical skills. Independent project management skills: strong attention to detail and ability to proactively manage multiple priorities simultaneously (often about different subjects). Compelling communication and storytelling skills, including communication of insights and recommendations both in writing and verbal presentations in a digestible manner that is actionable to the business. A growth mindset that includes the ability to accept and act upon feedback to broaden and improve your research and problem-solving skill sets. A strategic mindset with an ability to connect insights across a variety of data sources and to link them to the operational and financial realities of the business. Curiosity about our customers and a desire to drive a better and richer understanding of our customers and their needs deeper into the organization. Ability to communicate clearly and effectively across internal team members, stakeholders and vendor partners. Experience both managing E2E strategic insight initiatives with vendor partners and also hands-on DIY skills executing market research qualitative and quantitative studies. PowerPoint, Word, and Excel and data visualization skills that result in compelling, professional presentations. Experience working with or for health plans. Experience working win a complex organization across a variety of stakeholder groups.

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. Our Customer Experience Center of Excellence is at the heart of our customer experiences as we have a unique focus on defining meaningful moments for those we serve. Our north star is creating heartfelt, personalized moments by listening to feedback to remove existing obstacles and simplify enterprise experiences. You are joining a team that cares for the well-being of our colleagues by working together in a supportive, collaborate and agile environment. Position Summary Seeking an experienced Insights Manager with great research, organizational and communication skills. The Aetna Insights Manager is an individual contributor role responsible for owning insights for Medicare, ACA, Commercial and Medicaid health insurance products by uncovering and synthesizing consumer attitudes and perceptions related to various elements of interest, experience, purchase, and retention. The Manager will work with Aetna business partners to understand business needs and context, then help plan actionable, insightful, timely, and cost-effective plans to uncover the relevant customer, prospect, and competitor truths. Learning plans will include a variety of methodologies and data sources (new custom research, ongoing tracking research, syndicated research, etc.), so this individual will need to be able to synthesize insights from a variety of sources into a complete and actionable story. Primary Job Duties & Responsibilities:

• Develop and execute individual learning plan elements to meet business partner objectives in an actionable, timely, and cost-effective way, including: Meeting with multiple Aetna and CVS Health business partners to fully understand the research needs, business objectives, timing, and budget constraints, Assessing the availability of existing data from a variety of sources to answer the objectives, and leveraging existing data into new summaries of insights whenever possible, Managing projects end-to-end, including but not limited to: designing, kicking off, and conducting research, including study design, working with business partners on inputs, and fielding the study, either DIY or with a vendor, Selecting, managing, and successfully working with research vendors. Analyzing data, identifying critical insights, and crafting recommendations, conducting analysis, creating reports or dashboards where relevant, and Sharing insights and recommendations with business partners and leaders to influence plans and executing follow up analysis and drill-down where needed.
• Play an active role in colleague and stakeholder adoption of intelligence and insights by proactively disseminating primary and secondary insights related to topics of interest to the stakeholders by attending relevant meetings and offering the customers’ perspective in the meeting. Help introduce external perspectives, including new vendors and research techniques to Insights colleagues.
• Lead / participate in efforts that help across the Customer Experience Center of Excellence team as assigned by leadership (potential examples include screening new vendors, helping with ad hoc projects, sharing results across teams, cross-training in other lines of business, etc.). Required Qualifications: 3+ years of experience with formal research methods, statistics, and analyses that are common in marketing research. 3+ years of experience designing, planning, analyzing, and delivering successful qualitative and quantitative customer research across a variety of methodologies that meet business partner objectives. 5 years of overall related work experience. Preferred Qualifications: Strong analytical skills. Independent project management skills: strong attention to detail and ability to proactively manage multiple priorities simultaneously (often about different subjects). Compelling communication and storytelling skills, including communication of insights and recommendations both in writing and verbal presentations in a digestible manner that is actionable to the business. A growth mindset that includes the ability to accept and act upon feedback to broaden and improve your research and problem-solving skill sets. A strategic mindset with an ability to connect insights across a variety of data sources and to link them to the operational and financial realities of the business. Curiosity about our customers and a desire to drive a better and richer understanding of our customers and their needs deeper into the organization. Ability to communicate clearly and effectively across internal team members, stakeholders and vendor partners. Experience both managing E2E strategic insight initiatives with vendor partners and also hands-on DIY skills executing market research qualitative and quantitative studies. PowerPoint, Word, and Excel and data visualization skills that result in compelling, professional presentations. Experience working with or for health plans. Experience working win a complex organization across a variety of stakeholder groups.