Manager – CX Change Management
CVS Health
full-time
Posted on:
Location Type: Remote
Location: Rhode Island • United States
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Salary
💰 $54,300 - $159,120 per year
About the role
- Lead the development and execution of enterprise-wide customer experience change initiatives.
- Partner with cross-functional teams to align change efforts with business goals and strategic priorities.
- Serve as a trusted advisor to business leaders on change readiness, stakeholder engagement, and communication planning.
- Design and execute engagement strategies to increase adoption of our Enterprise Customer Experience & Insights strategies, initiatives, and innovative technologies.
- Implement systems to ensure that business goals, analytic findings, and proposed solutions are defined in objective terms that clearly state the nature of the opportunities and their value to customer solutions.
- Adjust existing change management processes, tools, and skillsets to ensure the optimal usage of existing capabilities, developing new tactics as needed.
- Support internal communication plans to drive awareness and engagement with our customer experience strategy.
- Conduct training needs assessments to identify performance gaps, learning objectives, and audience requirements.
- Design and develop instructional design plans that outline learning strategies, delivery formats, and evaluation methods tailored to business needs.
- Create a variety of change management deliverables including: Self-paced learning modules, Facilitator-led workshops, How-to guides and FAQs.
- Produce, edit, and deliver video content for internal campaigns, training, and storytelling.
- Collaborate with creative and communications teams to ensure video and visual assets align with learning objectives.
- Design visual assets for presentations, FAQs, and internal communications.
Requirements
- 5+ years of experience in change management, organizational development, instructional design, or customer experience strategy.
- Proven success designing and implementing enterprise-wide change programs.
- Demonstrated experience conducting training needs analyses and developing instructional design frameworks from the ground up.
- Strong understanding of instructional design methodologies (e.g., ADDIE, SAM) and adult learning theory.
- Experience producing video demos and visual assets for technology communications.
- Strong facilitation, communication, and stakeholder management skills.
- Experience developing digital and instructor-led learning content.
- Familiarity with content management platforms and internal communication tools.
Benefits
- Affordable medical plan options
- 401(k) plan (including matching company contributions)
- 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.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
change managementorganizational developmentinstructional designcustomer experience strategytraining needs analysisADDIESAMadult learning theorydigital learning content developmentfacilitator-led workshops
Soft Skills
stakeholder managementcommunicationcollaborationengagement strategiestraining deliveryanalytical thinkingadaptabilityleadershipproblem-solvingcreativity