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.

At CVS Health, we’re reinventing our front store to be the front door to healthcare. For millions of Americans, that journey begins with one of our retail stores, pharmacies, and clinics as we help each of our customers take the next step along their healthcare journey. To help us achieve this goal, we are looking for innovative marketing, customer experience, and service design leaders who think big and push boundaries to drive results, for the customer, and for the business.

Our Customer Success and Growth Organization is at the heart of that vision, guided by a unique focus on defining meaningful moments for those we serve. Our north star is creating heartfelt, personalized moments of care by listening to feedback, removing existing obstacles, and simplify experiences.

As Lead Director, Store Experience Strategy, you will play a critical role in creating new and optimizing existing retail formats and experiences, driving differentiation and customer engagement connected to our business strategy.  You will be responsible for the strategic development and execution of customer-focused experience strategies and pilots in partnership with many cross-functional teams leveraging data and consumer insights.   In addition, this role will play a key role in defining a localization/community experience strategy aimed at connecting with customers in all the communities we serve. 

In partnership with the Insights team, you will be accountable for unlocking customer insights about how customer and patient behavior is changing and leveraging those insights to develop hypothesis – continually learning and optimizing the customer experience.  This role is critical in representing the consumer and helping her confidently navigate the in-store experience, through signage, digital tools, and more. 

Primary Role and Responsibility:

1. Develop exceptional retail brand experiences

• Lead the strategy development and ongoing optimization of how we bring our CVS Health brand to life inside our strategic formats through compelling experiences and in-store communications
• Leveraging insights from a variety of internal and external data sources, outlining key patient journeys for these experiences, particularly outlining the decision-making points and pain points that our retail experience design needs to consider
• Lead the development of a Local/Community strategy.  Identify opportunities to measure impact of the strategy, test, learn and scale as appropriate.  
• Drive the creative brief & development process, in partnership with Business Partners and Creative designers, Procurement to ensure we design & execute experiences that improve customer & colleague NPS and Brand metrics
• Manage cross-functional teams to deliver experience strategies on time and on budget.
• Once experiences are in a prototype phase or live environment, continually understand consumer NPS and Brand Perception metrics to outline optimization plans.
• Partner with field leadership and store teams to identify new opportunities to influence change and elevate expectations to deliver a best-in-class retail experience
• Travel required:  minimum 25% expected to our retail stores to deeply understand how the customer will experience the strategies you build.

2. Leadership

• Mentors team of 3 – 5 colleagues articulating roles and responsibilities, setting clear accountability and providing feedback on performance.
• Aligns with business partners and customer analytics on KPIs. Partners with Customer Analytics to establish program measurement plans and reporting.

3. Partner and Inspire Cross-functionally

• Core cross-functional relationships to build and establish include Customer Advocacy/Insights, Store Operations, Field Operations, Creative, Store Design, Construction, Enterprise Marketing Strategy & Procurement
• A clear, effective, and collaborative communication style is critical to success.
• A can do attitude and a passion for removing barriers is key, as many of the experience projects run on fast timelines and are subject to change as we go.

Required Qualifications:

• 8+ years of marketing or retail experience with a strong foundation of business, retailer, and consumer understanding.
• 6+ years cross-functional leadership experience.
• 4+ years of retail marketing, RX/Health Services marketing, or retail agency/strategy experience – brick and mortar retail experience

Preferred Qualifications:

• Proven track record of the ability to work collaboratively with internal and external business partners in delivery ROI positive results.
• Experience working in a highly matrixed organization
• Intellectual curiosity and rigorous analytical experience; strong familiarity with the in-store retail environment
• Strong knowledge of the best use of digital technology to resolve brick and mortar shopping pain points for the consumer
• Self-motivated, high capacity individual who can win in a demanding, performance-driven environment.
• Excellent communication skills that can be effectively articulated in both written and oral forms across a diverse audience base.
• Creative problem solver who can incorporate new learnings and act decisively, knowing when to involve leadership and when to move the ball forward
• Deep appreciation of end-to-end consumer shopping experience
• Proficient use of financial metrics/ratios to evaluate business cases and develop actionable insights
• Proven ability to inspire, collaborate with, and influence business partners
• Proven track record of growing and developing a high performing team

Education

Bachelor’s degree in Business, Marketing, or related field OR equivalent (4 years’ experience and High School Diploma/GED) required.

Master’s degree preferred.

Pay Range

The typical pay range for this role is:

$100,000.00 - $231,540.00

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.  This position also includes an award target in the company’s equity award program. 
 
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 Benefits | CVS Health

We anticipate the application window for this opening will close on: 11/22/2024

Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state and local laws.