Sr Analyst, Product Development – Patient Engagement and Experience

Bring your heart to CVS Health. Every one of us at CVS Health shares a single, clear purpose: Bringing our heart to every moment of your health. This purpose guides our commitment to deliver enhanced human-centric health care for a rapidly changing world. Anchored in our brand — with heart at its center — our purpose sends a personal message that how we deliver our services is just as important as what we deliver.
 
Our Heart At Work Behaviors™ support this purpose. We want everyone who works at CVS Health to feel empowered by the role they play in transforming our culture and accelerating our ability to innovate and deliver solutions to make health care more personal, convenient and affordable.

THIS ROLE IS HYBRID TO A CVS or AETNA CORPORATE LOCATION

Organization  Summary

The Pharmacy Health Services (PHS) organization sits within the Retail Pharmacy Growth and Omnichannel Division with the mission to transform the pharmacy business and enable a sustainable portfolio of patient-centered services that achieve population health goals for clients and/or the CVS Health enterprise. The broader Pharmacy Growth and Omnichannel division oversees pharmacy strategy, growth of the pharmacy dispensing and immunization businesses, roadmap for strengthening the omnichannel customer experience, and development of a new services business focused on achieving population health goals. This is a matrixed organization that is applying product-centric mindsets and approaches to achieve these goals.

The Patient Engagement and Experience Team (PEx) is responsible for designing and executing patient engagement strategies to meet portfolio product and service goals with a focus on patient reach, service acceptance and completion, and achievement of health outcomes. We get the right message to the right patient at the right time using the right channel.

Position Summary

The Senior Analyst will work closely with the Patient Engagement Strategy (PExS) and Patient Engagement Insights (PExI) teams, 2 of 3 sub-teams within PEx. PExS is responsible for achieving both product-specific goals and driving cross-product, portfolio-wide patient engagement initiatives. PExI is responsible for driving the PHS organization’s learning agenda and generating actionable insights about the target patient population(s).

The Senior Analyst’s focus will be enabling and executing a patient feedback strategy for the portfolio of products and services. Role scope and expectations will include:

• Generate immediate, actionable patient feedback insights from all PHS products
  • Conduct qualitative and quantitative patient feedback capture, synthesis, and insight generation across all PHS products, in four major categories:
    • Product launch feedback; informs progress tracking for new launches
    • Product feature/experience feedback; informs experimentation results and iterative product enhancements
    • Patient testimonials; contextualize product execution KPIs and support leader communications, future business cases, and marketing opportunities
    • Strategic patient insights; addresses broader organization’s learning agenda
  • This type of feedback capture includes, but is not limited to: drafting surveys (such as in Qualtrics or UserTesting), providing talking points/questions to pharmacists in the field, hosting focus groups, hosting 1:1 interviews (scheduled or cold-calling).
  • Communicate insights and facilitate discussions on action steps with relevant stakeholders and leaders
  • Support PEx initiatives to engage Marketing team to proactively educate patients about PHS offerings (e.g. webpage, testimonials, advertisements, etc.)
• Support product development strategy with the creation of a feedback loop capability for all PHS products
  • Research and promote best practices from industry and CVS Health Enterprise to sustainably measure and report patient engagement/satisfaction for PHS products at scale (e.g. Net Promoter Score)
  • Identify opportunities in product patient journeys to implement scaled omnichannel patient feedback strategies (e.g. 1- or 2-way SMS, email, surveys, CVS App interactions, colleague-patient interactions, etc.)
  • With experimentation and insights partners, support testing of innovative or best-in-class product feedback strategies to evaluate their efficacy and patient experience
  • Support engagement strategy leads in advocating for inclusion of these capabilities into product roadmaps (e.g. testing, research, business case development if needed)

Required Qualifications

• 1+ years of experience in marketing, consumer insights or other forms of qualitative and/or quantitative primary research, data collection, or analysis

Preferred Qualifications

• Knowledge of survey design, experimental design, statistical methods (correlations, means, etc.), and feedback collection tools (Qualtrics, SurveyMonkey, Medallia, etc.)
• Interest in building acumen in strategic marketing and/or product development
• Interest in applying empathetic, human-centered design methodologies and related tools/frameworks to daily tasks
• Foundational understanding of healthcare industry business models (e.g., pharmacy, insurance, healthcare services)
• Excellent written communication skills; ability to write leadership- or customer-facing communications thoughtfully
• Intermediate experience with Excel; ability to structure qualitative or quantitative data into easily navigable documents for meta-analysis
• Strong storytelling skills; proficient in PowerPoint, with the ability to quickly create, format, and edit visually appealing presentations
• Demonstrated agility and strong interpersonal skills; ability to succeed in a highly collaborative, matrixed environment with accountability to multiple stakeholders

Education

Associate’s degree or equivalent relevant experience

Pay Range

The typical pay range for this role is:

$43,700.00 – $117,400.00

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. 
 
In addition to your compensation, enjoy the rewards of an organization that puts our heart into caring for our colleagues and our communities.  The Company offers a full range of medical, dental, and vision benefits.  Eligible employees may enroll in the Company’s 401(k) retirement savings plan, and an Employee Stock Purchase Plan is also available for eligible employees.  The Company provides a fully-paid term life insurance plan to eligible employees, and short-term and long term disability benefits. CVS Health also offers numerous well-being programs, education assistance, free development courses, a CVS store discount, and discount programs with participating partners.  As for time off, Company employees enjoy Paid Time Off (“PTO”) or vacation pay, as well as paid holidays throughout the calendar year. Number of paid holidays, sick time and other time off are provided consistent with relevant state law and Company policies.  
 
For more detailed information on available benefits, please visit jobs.CVSHealth.com/benefits

We anticipate the application window for this opening will close on: 05/12/2024