CVSHealth is embarking on a bold digital agenda to transform health care and empower millions of customers on their path to better health. We are creating innovative digital solutions that will make health care more accessible, more integrated and more reliable for more people, online and in our stores. We are looking for passionate, driven people who want to join a high energy and growing team to make a difference in customers lives and who want to be on the ground floor of digital innovation that aims to reinvent what a pharmacy and a health care company can be.
The Digital Site Experience Consultant will play a vital role in continually protecting and enhancing the companys customer facing Digital assets through in-depth research, analysis & identification of opportunities that have the greatest customer impact. Will be accountable for providing quality and timely support for the Compays Digital Properties on Retail, PBM, Specialty business units including cvs.com, Caremark.com, cvsspecialty.com, etc. and their associated mobile apps.
Research digital customer experience issues, analyze trends, investigate root cause and make prioritization decisions based on the most impact-full customer experience improvement opportunities.
Lead and facilitate triage and resolution of critical priority (P1/P2) Digital incidents, facilitate with IT, product and other impacted teams and be responsible for all stakeholder communication protocols.
Plan, publish and maintain Site Operations support procedures for new and updating Digital in
initiatives as required.
On a rotating basis be available for on-call responsibilities in the event of off-hours priority incidents affecting Digital customer experiences.
Participate in Root Cause Analysis of Digital impacted priority incidents in one or more portfolios, facilitate identification of comprehensive Defect Elimination Plan (DEP).
Contribute to the production of incident reporting for one or more digital portfolios, and escalate incident trends
Manage executive escalations for retail digital experiences within the assigned portfolios, and assume overall
accountability for reporting updates and resolution to the Digital Site Ops Executive Escalations Team
Continuously assess opportunities to improve our infrastructure and processes to build best in class Site Experience team
Triage incident tickets within the ServiceNow assignment groups associated with their assigned portfolios and adhere to all associated SLAs.
A deep passion and mindset for striving to guarantee delightful digital customer experience
3+ years prior experience championing measurable improvement in Digital Customer Experiences, preferably public facing digital properties such as e-commerce or others
Proficient in the use of various modern digital tools, and familiarity with basics of web based and native mobile applications
Demonstrated ability to work with a variety of stakeholders, including but not limited to IT, Product Management, Marketing, Merchanding, Call Centers and Operations
Excellent organization, communication, presentation and people skills with a strategic approach to problem solving; demonstrated ability to multi-task across several important, time-sensitive tasks is a must
Skilled use of MS Office Products such as Word, Excel
Familiarity with one or more issue management tools such as ServiceNOW, Rally JIRA, HPSM etc.
Experience in e-commerce applications
Exposure to Digital Healthcare
Experience and/or familiarity with Pharmacy Benefits Management
5+ years relevant work experience
BS Degree or at least 3 years of relevant work experience
At CVS Health, we are joined in a common purpose: helping people on their path to better health. We are working to transform health care through innovations that make quality care more accessible, easier to use, less expensive and patient-focused. Working together and organizing around the individual, we are pioneering a new approach to total health that puts people at the heart.
We strive to promote and sustain a culture of diversity, inclusion and belonging every day. CVS Health is an equal opportunity and affirmative action employer. We do not discriminate in recruiting, hiring or promotion based on race, ethnicity, sex/gender, sexual orientation, gender identity or expression, age, disability or protected veteran status or on any other basis or characteristic prohibited by applicable federal, state, or local law. We proudly support and encourage people with military experience (active, veterans, reservists and National Guard) as well as military spouses to apply for CVS Health job opportunities.
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