CVS Health

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Customer Experience Designer

at CVS Health

Posted: 6/20/2019
Job Reference #: 974010BR
Keywords: design

Job Description

Job Title :
Customer Experience Designer
Job ID :
Location :
RI - Lincoln
Street Address :
11 Blackstone Valley Place
Category :
Analytics|Omnicare|Strategy|Process Innovation
Description :
Job Description
With a shared purpose to help people on their path to better health, we're reshaping our company and our communities. At Omnicare, we are innovating through research, design, and technology to transform the health care experience for our seniors, their long term care communities and our internal teams. Designing solutions that will drive behaviors and engagement to promote healthy, well informed consumers. Our innovation team is always seeking to learn and adapt as our customers’ needs and priorities change.

About You

You are seeking a balance of user research and design thinking work to create memorable and impactful experiences. You want to use human-centered approach to create solutions to address problems defined by your research. You like the opportunity to test and transform mockups and prototypes to scalable products and services to improve the health and lives of our customers.

You will have these Key Accountabilities:

- Lead in-depth research to define needs, pain points and root causes at all customer touchpoints
- Document service blueprints, current state processes and gap analyses
- Develop and synthesize customer insights and problem statements
- Build customer experience roadmaps, customer journey maps and personas
- Facilitate workshops to educate stakeholders on customer insights and ideate user-centered solutions
- Design and iterate user flows and prototypes (lo-fi, wireframes, hi-fi)
- Test and validate processes and prototypes that improve customer experience/ customer satisfaction
- Coordinate with internal and external stakeholders across pharmacies, internal operations, account management, communities and residents
- Communicate and influence at all levels of the organization

You have these Competencies:

- Strong knowledge in user research and design thinking
- Ability to manage multiple projects at various stages of user experience design
- Ability to navigate through ambiguous and uncertain settings; experience bringing ambiguous concepts from ideation into pilot and commercialization
- Demonstrated success dealing with a fast-paced environment, with the ability to learn on the fly while understanding and solving new problems
- High level of independent judgment and initiative

Required Qualifications
- 2+ years in user experience research
- 2+ years in product design/ prototyping

Preferred Qualifications
- Strong working knowledge of InVision, Sketch or prototyping software

- Bachelor’s Degree required
- Master’s Degree preferred (in Psychology, User Experience, Human Factors, Sociology, or related fields is a plus)

Business Overview
It’s a new day in health care.

Combining CVS Health and Aetna was a transformative moment for our company and our industry, establishing CVS Health as the nation’s premier health innovation company. Through our health services, insurance plans and community pharmacists, we’re pioneering a bold new approach to total health. As a CVS Health colleague, you’ll be at the center of it all.

We offer a diverse work experience that empowers colleagues for career success. In addition to skill and experience, we also seek to attract and retain colleagues whose beliefs and behaviors are in alignment with our core values of collaboration, innovation, caring, integrity and accountability.

CVS Health is an equal opportunity/affirmative action employer. Gender/Ethnicity/Disability/Protected Veteran - we highly value and are committed to all forms of diversity in the workplace. 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. We comply with the laws and regulations set forth in the following EEO is the Law Poster: EEO IS THE LAW and EEO IS THE LAW SUPPLEMENT. We provide reasonable accommodations to qualified individuals with disabilities. If you require assistance to apply for this job, please contact our Advice and Counsel Reasonable Accommodations team. Please note that we only accept applications for employment via this site.

If technical issues are preventing you from applying to a position, contact Kenexa Helpdesk at 1-855-338-5609 or For technical issues with the Virtual Job Tryout assessment, contact the Shaker Help Desk at 1-877-987-5352.

Application Instructions

Please click on the link below to apply for this position. A new window will open and direct you to apply at our corporate careers page. We look forward to hearing from you!