Director, Customer & Colleague Experience
CVS Health, Woonsocket, RI, United States
We’re building a world of health around every individual — shaping a more connected, convenient and compassionate health experience. At CVS Health®, you’ll be surrounded by passionate colleagues who care deeply, innovate with purpose, hold ourselves accountable and prioritize safety and quality in everything we do. Join us and be part of something bigger – helping to simplify health care one person, one family and one community at a time.
Position Summary The Director, Customer & Colleague Experience is a senior leader within the Price & Value organization, accountable for shaping and delivering the end‑to‑end value experience that supports the total front store strategy.
In this role you will define how customers and colleagues experience value across all channels—ensuring deals, rewards, coupons, and savings programs are intuitive, consistent, and clearly aligned to our growth priorities. By translating pricing and value strategy into clear, compelling experiences, you will help build trust, engagement, and performance.
You will lead the evolution of omnichannel deals, rewards, and coupon experiences through strong partnership with Loyalty, CX, Voice of the Customer, Customer Research, Digital Product, IT, and Colleague Experience teams. You will also own coupon strategy, governance, and capability development, ensuring effective execution, compliance, and scalability.
Bringing together strategic vision, data‑driven insights, and deep cross‑functional leadership, you will manage a team of senior managers and managers focused on delivering a best‑in‑class value experience that drives both customer satisfaction and retail performance.
Responsibilities Omnichannel Value Experience Strategy
Define and lead the value experience strategy and roadmap aligned to the Price & Value framework and front store priorities
Shape how value is experienced across key touchpoints, including digital channels, in‑store signage, pricing labels, and point of sale
Partner with Loyalty, CX, Omnichannel, and Digital Product teams to deliver clear, consistent, and intuitive value experiences for customers and colleagues
Identify, prioritize, and advance opportunities to improve simplicity, parity, compliance, and value clarity across channels
Customer Insights & Voice of the Customer
Drive customer research to understand perceptions of pricing, promotions, rewards, and coupons
Own Price & Value Voice of the Customer insights, including NPS and customer contact trends, and translate findings into actionable improvements
Benchmark value experiences against competitors and leverage industry insights to inform strategy evolution
Innovation, Testing & Value Initiatives
Lead the Innovation Lab (iLab) test‑and‑learn pod, enabling rapid experimentation and execution for high‑impact initiatives
Partner cross‑functionally to design, test, and scale enterprise value programs
Use performance results and learnings to continuously refine the value experience
Coupon Capabilities & Governance
Set strategic direction for coupon innovation and capabilities in partnership with IT and Digital Product teams
Establish and maintain governance, policies, and system rules to ensure effective execution, compliance, and risk mitigation
Lead the Coupon Center of Excellence, including cross‑functional forums and guidance on order of operations and stacking rules
Required Qualifications
10+ years of experience in merchandising, category management, pricing, or related field
Proven ability to lead complex initiatives and drive growth through innovative strategies
Strong analytical skills with experience leveraging data for optimization, pricing strategies, and performance forecasting
Demonstrated success in cross‑functional collaboration and influencing stakeholders at all levels
Excellent communication, presentation, and interpersonal skills with strong executive presence
Proficiency in MS Office Suite, including advanced Excel and PowerPoint
Experience managing and developing direct reports
Ability to commute to Woonsocket, RI as part of a hybrid schedule
Education Bachelor's Degree Or Equivalent Years Of Experience Required
Pay Range $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.
Great Benefits For Great People
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.
Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state and local laws.
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Position Summary The Director, Customer & Colleague Experience is a senior leader within the Price & Value organization, accountable for shaping and delivering the end‑to‑end value experience that supports the total front store strategy.
In this role you will define how customers and colleagues experience value across all channels—ensuring deals, rewards, coupons, and savings programs are intuitive, consistent, and clearly aligned to our growth priorities. By translating pricing and value strategy into clear, compelling experiences, you will help build trust, engagement, and performance.
You will lead the evolution of omnichannel deals, rewards, and coupon experiences through strong partnership with Loyalty, CX, Voice of the Customer, Customer Research, Digital Product, IT, and Colleague Experience teams. You will also own coupon strategy, governance, and capability development, ensuring effective execution, compliance, and scalability.
Bringing together strategic vision, data‑driven insights, and deep cross‑functional leadership, you will manage a team of senior managers and managers focused on delivering a best‑in‑class value experience that drives both customer satisfaction and retail performance.
Responsibilities Omnichannel Value Experience Strategy
Define and lead the value experience strategy and roadmap aligned to the Price & Value framework and front store priorities
Shape how value is experienced across key touchpoints, including digital channels, in‑store signage, pricing labels, and point of sale
Partner with Loyalty, CX, Omnichannel, and Digital Product teams to deliver clear, consistent, and intuitive value experiences for customers and colleagues
Identify, prioritize, and advance opportunities to improve simplicity, parity, compliance, and value clarity across channels
Customer Insights & Voice of the Customer
Drive customer research to understand perceptions of pricing, promotions, rewards, and coupons
Own Price & Value Voice of the Customer insights, including NPS and customer contact trends, and translate findings into actionable improvements
Benchmark value experiences against competitors and leverage industry insights to inform strategy evolution
Innovation, Testing & Value Initiatives
Lead the Innovation Lab (iLab) test‑and‑learn pod, enabling rapid experimentation and execution for high‑impact initiatives
Partner cross‑functionally to design, test, and scale enterprise value programs
Use performance results and learnings to continuously refine the value experience
Coupon Capabilities & Governance
Set strategic direction for coupon innovation and capabilities in partnership with IT and Digital Product teams
Establish and maintain governance, policies, and system rules to ensure effective execution, compliance, and risk mitigation
Lead the Coupon Center of Excellence, including cross‑functional forums and guidance on order of operations and stacking rules
Required Qualifications
10+ years of experience in merchandising, category management, pricing, or related field
Proven ability to lead complex initiatives and drive growth through innovative strategies
Strong analytical skills with experience leveraging data for optimization, pricing strategies, and performance forecasting
Demonstrated success in cross‑functional collaboration and influencing stakeholders at all levels
Excellent communication, presentation, and interpersonal skills with strong executive presence
Proficiency in MS Office Suite, including advanced Excel and PowerPoint
Experience managing and developing direct reports
Ability to commute to Woonsocket, RI as part of a hybrid schedule
Education Bachelor's Degree Or Equivalent Years Of Experience Required
Pay Range $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.
Great Benefits For Great People
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.
Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state and local laws.
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