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Sr Director, Customer Loyalty Strategic Analytics

at CVS Health

Posted: 4/16/2019
Job Reference #: 834684BR

Job Description

Job Title :
Senior Director, Customer Loyalty Strategic Analytics
Job ID :
Location :
RI - Woonsocket
Street Address :
1 CVS Drive
Category :
Description :
Job Description
CVS is a Fortune 7 company embarking on a journey to deliver the best and most personalized experiences in the world through its #1 loyalty program, ExtraCare. Creating a best-in-class personalization capability requires a deep understanding of the customer, unparalleled predictive capabilities, and leading edge marketing technologies --- and we are recruiting the best talent in the world to help deliver these. We are looking for a business strategy and analytics leader to lead our Strategic Analytics team --- managing short-term delivery of best-in-class model development and program optimization (with real accountability for results), while also leading the medium and long-term roadmap of next-generation modeling, machine learning, and AI development.

This position is not a pure data science position or function --- the leader has an opportunity to drive business actions and results and to take accountability for the impact of the data science and analytics. The Senior Director of Loyalty / ExtraCare Strategic Analytics will be leading a team of 20+ with a broad range of advanced analytics and data science experience. This leader will lead the effort in developing, validating and scaling data-driven contact strategies through rapid test and learn across a variety of programs and channels --- leveraging learnings from billions of prior communications to create the optimal 1:1 strategy. This leader will also lead a team in creating the future environment to drive the most impact of advanced modeling techniques and machine learning. Lastly, this leader will drive the data science agenda for the short and long-term, identifying and prioritizing the models that can have the biggest impact on the business.

The ideal candidate will have extensive experience managing teams of 15+, leading a advanced analytics and data science teams to deliver in retail/fast pace environments, a passion for using data to drive business decision making and storytelling, a passion for customer behavior and drivers of behaviors, an ability to create a vision and roadmap and proven experience taking executives on a journey to deliver this vision, and a hypothesis driven approach to business and analytics that can create structure in an often ambiguous environment. This position is based out of our Woonsocket, RI office and will report to Vice President of Loyalty & Personalization, with consistent exposure to VPs, SVPs, and the most senior leadership levels.

- Build the short and long term roadmap for data and analytics for the ExtraCare loyalty program --- including clear objectives and action plans for model development, model refinement, and data intake needed to improve modeling
- Lead the team to deliver on the roadmap for data and analytics
- Partner with marketing technology teams to build and deliver a marketing technology roadmap that enables best in class machine learning and AI
- Lead data & analytics teams to develop 1:1 campaigns to optimize ExtraCare programs and deliver customer value - this may include audience selection, product and offer recommendation, multi-channel contact cadence, external data, etc.
- Own the results of several critical programs in ExtraCare, and retain accountability of the impact of the models and analytical opportunities that are scaled
- Drive the agenda for campaign optimization testing roadmap, and manage the implementation from pre-test analysis, to test design, to execution support , to statistical measurement and post-test analysis and synthesizing the results/recommendation
- Lead major customer analytics projects, taking a lead role in business problem solving, guidance on methodologies, innovation and quality controls throughout projects
- Represent the ExtraCare and Front Store in personalization efforts across the enterprise --- taking a lead role in advancing the thinking and capability decisions on a broad spectrum of opportunities
- Prepare and deliver presentations that translate analytic insights into tangible, actionable solutions for business partners to implement, and communicate with senior management in a top down manner
- Works with Sr. leaders in planning, developing, and executing short and long-range goals.
- Lead, manage and develop a diverse team of 15-20+

Required Qualifications
- 10+ years of experience in data science, customer analysis and insight development, customer behavioral analytics, database marketing, marketing research and / or related field

- 10+ years of Analytic management/ leadership experience, with demonstrated growth and progressive responsibility over time

- 7+ years of experience leading large teams including both direct and indirect reports

- Strategy & Analytics experience in retail, consumer packaged goods, OR related consulting environment.

- Demonstrated capability to deliver work and provide positive leadership in fast-paced, multi-project team-oriented environment. Flexible and can tolerate ambiguity and still operate effectively

Preferred Qualifications
- Experience with wide variety of Advanced Analytics techniques; statistical analysis skills strongly preferred

- Hands on experience/knowledge of analytical tools such as SQL/SAS, Teradata tools and database solutions

- Strong problem structuring and solving skills - including data structuring, quantitative reasoning, and implications development.

- Exceptional interpersonal and stakeholder management skills able to collaborate with internal customers at all levels.

- Exceptional communications skills (both verbal and written), with experience presenting to audience across all levels

Bachelor's degree in Statistics, Quantitative Economics, Mathematics, Marketing, Economics, Engineering, Operations Research. MS/MBA preferred.

Business Overview
CVS Health, through our unmatched breadth of service offerings, is transforming the delivery of health care services in the U.S. We are an innovative, fast-growing company guided by values that focus on teamwork, integrity and respect for our colleagues and customers. What are we looking for in our colleagues? We seek fresh ideas, new perspectives, a diversity of experiences, and a dedication to service that will help us better meet the needs of the many people and businesses that rely on us each day. As the nation’s largest pharmacy health care provider, we offer a wide range of exciting and fulfilling career opportunities across our three business units - MinuteClinic, pharmacy benefit management (PBM) and retail pharmacy. Our energetic and service-oriented colleagues work hard every day to make a positive difference in the lives of our customers.

CVS Health is an equal opportunity employer. We do not discriminate in hiring or employment against any individual on the basis of race, ethnicity, ancestry, color, religion, sex/gender (including pregnancy), national origin, sexual orientation, gender identity or expression, physical or mental disability, medical condition, age, veteran status, military status, marital status, genetic information, citizenship status, unemployment status, political affiliation, or on any other basis or characteristic prohibited by applicable federal, state or local law. CVS Health will consider qualified job candidates with criminal histories in a manner consistent with federal, state and local laws. CVS Health will not discharge or in any other manner discriminate against any Colleague or applicant for employment because such Colleague or applicant has inquired about, discussed, or disclosed the compensation of the Colleague or applicant or another Colleague or applicant. Furthermore, 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

Federal law requires employers to provide reasonable accommodation to qualified individuals with disabilities. If you require assistance to apply for this job, please contact us by clicking Advice and Counsel

CVS Health does not require nor expect that applicants disclose their compensation history during the application, interview, and hiring process.

For inquiries related to the application process or technical issues please contact the Kenexa Helpdesk at 1-855-338-5609. For technical issues with the Virtual Job Tryout assessment, contact the Shaker Help Desk at 1-877-987-5352. Please note that we only accept resumes via our corporate website:

Application Instructions

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