CVS Health Sr. Director, Digital Analytics and Data Strategy in Boston, Massachusetts
The Senior Director, Digital Analytics and Data Strategy will be responsible for accelerating the pace of digital innovation at CVS Health with high-impact insights, test and learn/iterative approach and applying an end to end customer success lens to each of the digital customer journeys. This individual will lead the analytics team and the team responsible for tagging the critical elements in the digital assets to measure and monitor the customer journey. This individual will set the vision and strategy to define, build and manage data, analytics and insights within and across Enterprise Digital Assets. This strategy will also incorporate the end to end experience that may start with a digital interaction and end in physical location (ie. Store, Minute Clinic, etc.). Candidate will develop the long term strategy to manage digital data, testing tools/platforms, and data structure consistent across Enterprise Digital and consistent with our privacy and security policies. He or she will partner closely with Digital Product Leaders, key business stakeholders, enterprise analytics, and many other cross functional partners across the Enterprise. The incumbent will lead a high performing team, made up of critical business problem solvers, solving complex business challenges. Candidate must function as a highly effective leader in a matrixed environment given the role and scope of responsibility.
Develop and implement the long term data strategy for Enterprise Digital, to correspond to the broader Organizational data strategy of tracking customers across disparate systems and experiences
o This includes the digital data strategy, tools, privacy and security structure; consistent across digital assets (aetna, caremark, cvs.com, etc)
Build and lead a digital analytics team that generates high impact analysis and insights supporting Enterprise and business unit digital teams, focused on:
o Initiative valuation, KPI tracking and ROI/value assessments for the work performed by the agile teams
o Behavioral analysis linking digital strategies to health outcomes, customer success measures, value of CSAT improvement, digitally engaged consumer value, etc.
o Identification of improvement opportunities leveraging all available insights and prioritization of opportunities based on optimizing the customer experience, while improving the business outcomes
o Customer segmentation and customer journey mapping to identify areas of opportunity to serve unmet needs
Digital Tools and Infrastructure:
o Develop and manage digital analytics and testing infrastructure to enable efficient delivery of digital analytics and capabilities across the Enterprise and business unit digital teams in close collaboration with Finance, IT and Enterprise Analytics including site analytics, tag management, testing tools, cloud based solutions
o Includes developing the comprehensive suite of Enterprise Digital reporting and analytics tools used to evaluate the business and digital customer objectives (to include but not limited to customer experience tools, Optimization tools, reporting and analytics tools, etc.)
Drive broad organizational engagement and alignment in digital initiatives, experiences that matter most to customers and to our Corporate strategy, to enable Enterprise digital prioritization across business segments. This also includes supporting the broader enterprise metrics for earnings calls, press releases, business partnerships, etc.
10 to 15 years work experience in a related field, in comparable leadership roles
Strengths in structured and logical thinking, problem solving, issue resolution, and attention to detail
• Exceptional analytical skills - ability to generate insight from complex analytics and make digestible to the masses
• Demonstrated strength in leading customer research, strategic analysis and/or web analytics
• Demonstrated strength in digital optimization on websites, mobiles devices and digital marketing vehicles
• Strong team building and developer of people
• Strong planning, organizational and process management skills
• Significant experience leading cross-functional teams including non-reports
• Proven ability to collaborate broadly with flexible, positive attitude and ability to get results
• Exceptional oral and written communication skills; ability to communicate to the senior executive levels
Curious and entrepreneurial leader able to set a vision, orchestrate a process to execute on that plan, and influence and inspire others to believe
Bachelor’s degree required, preferably in engineering, business, economics or similar quantitative fields
• Master’s degree in business, finance, statistics or related field, preferred
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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