Note: The job is a remote job and is open to candidates in USA. CVS Health is a healthcare company focused on creating a more connected, convenient, and compassionate health experience. The Senior Analyst will develop and operationalize advanced customer experience and Retail Pharmacy analytics solutions, transforming customer, survey, and operational data into actionable insights. The role also partners with cross-functional teams to enable AI-driven measurement, improve customer outcomes, and support data-informed decision-making.
Responsibilities
- Lead development, enhancement, and operational support of the Retail NOVA synthetic NPS measurement framework
- Manage end-to-end analytics processes supporting Retail Pharmacy customer experience measurement
- Design and maintain data pipelines, model monitoring processes, and performance tracking to ensure reliable insight generation
- Translate unstructured customer feedback, call transcripts, and operational signals into measurable experience outcomes
- Identify emerging customer pain points, service opportunities, and operational risks through advanced analytics
- Develop predictive and diagnostic analyses that drive improvements in satisfaction, loyalty, and retention
- Create executive-level reporting and storytelling that clearly communicates business impact and recommended actions
- Support experimentation, model validation, and continuous improvement initiatives
- Partner with AI, data science, and engineering teams to operationalize GenAI-enabled insight solutions
- Support integration of conversational AI, speech analytics, and experience intelligence capabilities into existing measurement frameworks
- Evaluate new data sources and analytical techniques to improve prediction accuracy and insight quality
- Contribute to enterprise AI and customer experience modernization initiatives
- Partner with Retail Operations, Customer Experience, Product, Digital, and Analytics teams
- Gather business requirements and translate them into scalable analytical solutions
- Present findings and recommendations to senior leadership audiences
- Act as a subject matter expert for Retail NOVA and customer experience measurement methodologies
Skills
- Bachelor's degree in Analytics, Statistics, Data Science, Economics, Mathematics, Computer Science, or related field
- Advanced SQL and data analysis skills
- Experience working with large and complex datasets
- Experience developing dashboards and data visualizations using Power BI, Tableau, or similar tools
- Strong problem-solving and quantitative analytical skills
- Excellent communication and executive presentation skills
- Experience with predictive modeling, machine learning, or statistical analysis
- Knowledge of customer experience measurement frameworks including NPS, CSAT, CES, or synthetic measurement methodologies
- Experience analyzing customer feedback, survey data, or contact center interaction data
- Exposure to AI, natural language processing, or speech analytics solutions
- Healthcare, retail pharmacy, or customer service analytics experience
Benefits
- CVS Health bonus, commission or short-term incentive program in addition to the base pay range listed above.
- Medical coverage, based on eligibility.
- Dental coverage, based on eligibility.
- Vision coverage, based on eligibility.
- Paid time off, based on eligibility.
- Retirement savings options, based on eligibility.
- Wellness programs, based on eligibility.
- Other resources supporting the physical, emotional, and financial well-being of colleagues and their families, based on eligibility.
- Remote work arrangement.
Company Overview
Company H1B Sponsorship