Research Manager - Customer Experience Strategy

Research Manager for Customer Experience Strategy

Join CVS Health on our mission to help people on their path to better health. As a member of the Enterprise Customer Experience & Insights team, you will be at the forefront of transforming how we understand and serve our customers. We are seeking a Research Manager for Customer Experience Strategy to design and execute research using an advanced simulation platform to deepen understanding of customer, market, and operational dynamics. Working closely with cross-functional stakeholders, the manager uncovers stakeholder needs and designs simulation-based studies that reveal risks, opportunities, and scenario-based tradeoffs. In this role, you will translate complex outputs into meaningful insights and actionable recommendations that shape strategy, resource allocation, and future planning. You will communicate findings through compelling narratives tailored to diverse audiences. Success requires intellectual curiosity, strong analytical judgment, and a passion for emerging technology-particularly AI and simulation. Ultimately, this role helps the organization make faster, smarter, evidence-based decisions by unlocking the full value of digital twin capabilities.

Key Responsibilities

• Strategic Research: Lead and evolve the digital twin research agenda, ensuring simulations and outputs directly address priority business questions.
• Stakeholder Partnership & Needs Discovery: Partner closely with stakeholders across product, operations, and strategy to clarify objectives, constraints, and decision timing.
• Research Design & Execution: Execute digital-twin analyses that test hypotheses, compare alternative futures, and generate evidence that supports confident decision-making across diverse business contexts.
• Insight Development & Analysis: Translate simulation outputs into meaningful insights by identifying patterns, tradeoffs, risks, and opportunities.
• Strategic Recommendations & Decision Support: Develop clear, evidence-based recommendations informed by digital twin insights. Frame decision pathways, scenario implications, and potential outcomes, equipping stakeholders with the guidance needed for planning, resource allocation, and strategic prioritization.
• Communication & Storytelling: Craft compelling, audience-appropriate narratives that distill complex insights into clear, action-oriented messages. Deliver visually strong, confident presentations that build trust in the digital twin's value while transparently acknowledging uncertainties and limitations.
• Insight Adoption & Change Enablement: Ensure insights are understood, trusted, and embedded in decision processes by partnering with teams on application, workflow integration, and change management. Monitor adoption, gather feedback, and iterate approaches to strengthen practical impact and organizational confidence.
• Insights Integration & Cross-Functional Research Partnership: Collaborate with Customer Insights and other research teams to align methodologies, validate findings, and identify where digital twin research can extend, complement, or stress-test primary research. Integrate outputs into cohesive, holistic narratives across the broader insights ecosystem.

Required Qualifications

• 4+ years of experience with formal research methods, statistics, and analyses that are common in marketing research.
• 4+ years of experience designing, planning, analyzing, and delivering successful qualitative and quantitative customer research across a variety of methodologies that meet business partner objectives.
• 3+ years generation of experience creating visualization and reports using BI tools such as Power BI or Tableau.
• 3+ years developing KPIs and turning insights into actions demonstrating where stakeholders should make impacts and monitor improvements.
• 3+ years of creating quality control process and participating and completing UAT testing.

Preferred Qualifications

• Independent project management skills: strong attention to detail and ability to proactively manage multiple priorities simultaneously (often about different subjects).
• Compelling communication and storytelling skills, including communication of insights and recommendations both in writing and verbal presentations in a digestible manner that is actionable to the business.
• A strategic mindset with an ability to connect insights across a variety of data sources and to link them to the operational and financial realities of the business.
• Curiosity about our customers and a desire to drive a better and richer understanding of our customers and their needs deeper into the organization.
• Ability to communicate clearly and effectively across internal team members, stakeholders and vendor partners.
• Demonstrates capabilities of following health industry trends and proactively conducting research.
• Experience working in a complex organization across a variety of stakeholder groups.
• Experience working with agentic & simulation tools.
• 3+ years working with SQL, R, Python, and other stats packages.

Education

Bachelor's Degree or equivalent (HS Diploma and 4 years of experience) required

Anticipated Weekly Hours 40

Time Type Full time

Pay Range The typical pay range for this role is: $54,300.00 - $159,120.00

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.

Our people fuel our future. Our teams reflect the customers, patients, members and communities we serve and we are committed to fostering a workplace where every colleague feels valued and that they belong.

Great benefits for great people

We take pride in our comprehensive and competitive mix of pay and benefits – investing in the physical, emotional and financial wellness of our colleagues and their families to help them be the healthiest they can be. In addition to our competitive wages, our great benefits include:

• Affordable medical plan options, a 401(k) plan (including matching company contributions), and an employee stock purchase plan.
• No-cost programs for all colleagues including wellness screenings, tobacco cessation and weight management programs, confidential counseling and financial coaching.
• Benefit solutions that address the different needs and preferences of our colleagues including paid time off, flexible work schedules, family leave, dependent care resources, colleague assistance programs, tuition assistance, retiree medical access and many other benefits depending on eligibility.

For more information, visit https://jobs.cvshealth.com/us/en/benefits

We anticipate the application window for this opening will close on: 03/11/2026

Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state and local laws. CVS Health is an equal opportunity/affirmative action employer, including Disability/Protected Veteran – committed to diversity in the workplace.