Boston, Massachusetts

Job Description
Woonsocket, Boston, or Burlington offices – or Remote (East or Central time preferred)

Position Summary

Would you like to join CVS Health, one of Fortune's Most Admired Companies, as part of our diverse Digital team? CVS Health is embarking on a bold agenda to transform health care and empower millions of customers on their path to better health. We are looking for passionate, driven people who want to join a high energy, growing team to make a difference in people’s lives. You will be in on the ground floor of innovation that aims to reinvent the health care experience.

At CVS Health, the Digital Design team creates easy, accessible, and seamless experiences for our customers on our digital healthcare, pharmacy and retail platforms. Achieving this goal requires collaboration with teams of UX and UI designers, researchers, content strategists, engineers and product managers throughout the design process — from strategy to pixel-perfect design. At each stage, you will advocate for our customers and ensure that the final product meets user needs.

Job Description

As a Senior Information Architect and contributing member of the UX Strategy team, you will assist in leading the planning, design, implementation, and governance of information architecture for the digital ecosystem of sites and applications at CVS Health with a specific focus on the Aetna Solution. This role will own the work of improving comprehension and findability of services and programs through the demonstration of data driven UX metrics for customers that span a diverse spectrum of education, income, age and ethnographic circumstances. It will further assist with bridging and clarifying the relationship between Aetna insurance and CVS Health for the digital ecosystem.

You’ll be a member of a small yet mighty, high-visibility, high-impact team dedicated to enterprise initiatives that cut across the customer experience. You’ll be driven to identify synergies across the CVS Health digital ecosystem to improve reuse, consistency, and clarity in information classification and arrangement, navigation, and knowledge management. You will partner closely with individuals from across our organization and lead design thinking brainstorming sessions to generate buy-in and facilitate knowledge sharing.

Role Responsibilities and Expertise:

• Play a central role in a multi-year, transformational initiative to organize, clarify and unify the Aetna solution as a key element of our shared digital ecosystem.
• Build collaborative and lasting relationships across many teams to understand and drive end-to-end customer-focused strategies including product, design, engineering, architecture, marketing, voice of the customer, and business stakeholders.
• Partner with digital and non-digital teams across the enterprise to identify and address persistent internal and external customer pain points across all channels.
• Direct the generation of data-driven analytics and qualitative survey reports to drive actionable insights on key metrics and inform decision-making.
• Evaluate diverse customer experiences across channels through use cases, service blueprints, journey maps, interpretation of analytics and survey data, and UX research.
• Sift through disparate data obtained from analytics tools, UX research knowledge base, voice of the customer data insights, and SEO reports to derive patterns and document those in a way that can be consumed and communicated easily.
• Audit and assess current state scenarios and co-create near and long-term roadmaps for proposed information architecture solutions with design, product and architecture.
• Document and communicate future state information and UX architecture patterns in support of customer behaviors, preferences, qualitative objectives, and available data.
• Work closely with the user research team to develop and sometimes lead user experience testing. Facilitate and provide authoritative conclusions and report on results.
• Capture and tell the story of diverse end-to-end customer experiences to influence change through awareness building.
• Measure the impact and value of your work and propose methods for improving on previous deliverables as more information becomes available.

A day in the life of a Senior Information Architect includes a balance of brainstorming, meetings and the contribution of deliverables. This is a strategic, high-level, individual contributor role that influences the direction of numerous teams through leadership. Example deliverables include:

Discovery, Audits and Analysis
• Content Audits
• User Research
• Swim Lane Diagrams / Service Blueprints
• Multi-journey customer behavior analysis: flowcharts journey Maps, Data Visualizations ,

Data Models, Maps & Prototypes
• Sitemaps
• Smart page template layouts
• Block Diagrams
• Information hierarchies and structures
• Architectural blueprints
• Low to mid-Fidelity proof of concept prototypes

Required Qualifications
• 8+ years’ combined experience across user experience strategy, data visualization, and/or information architecture.
• Well-rounded, inclusive individual who leads through influence to solve complex business challenges on large-scale initiatives while always being an advocate for the user.
• Strong Portfolio demonstrating case studies that include two or more of the following: sitemaps, schematics, journeys, data visualizations, and hierarchy diagrams that model current and future state structures, systems and ecosystem.

Preferred Qualifications
• Analytical: Gifted in the synthesis and analysis of complex customer and business problems to drive solutions. Experience making data-driven, customer-centric decisions to define scalable information architecture solutions that lead to increased discoverability, comprehension and customer engagement.
• Persuasive: Adept at presenting a clear, easy to understand point of view that educates and influences people and outcomes.
• Collaborative: Facilitates inclusive meetings and workshops across diverse teams and lines of business in a virtual environment to bring people and perspectives together. Excellent written, presentational, and communication skills.
• Committed and Resilient: Cares deeply about getting it right for our customers and business through creative, iterative approaches that solve for technology, team, security, and legal constraints.
• Detail and Big Picture Orientated: Can zoom in and out of a diverse set of criteria to excavate trends and themes and drive clarity.
• Agile: Strong focus on delivering continuous improvement and quality in near and long-term valuable increments.

Technologies
• Familiar with Headed and Headless CMS platforms like Adobe AEM, Contentful, Drupal, Wordpress and/or Joomla including templates and functionality.
• Adept at analyzing and interpreting reports in analytics tools such as Adobe Analytics.
• Skilled at documenting efficient and useful content audits that form the basis of recommendations in relational database tools like AirTable.
• Enjoys collaborating in real-time with tools like Miro.
• Demonstrated knowledge of creating data visualizations in software like Excel, Airtable, and Tableau to capture and tell complex stories in an easy to understand way.
• Adept at learning new software and technology to perform the job requirements.

Education
• Degree in Information Architecture, Information Design, Data analytics, HCI, User Experience or equivalent experience.
• Verifiable High School diploma or GED is required.

Business Overview
At CVS Health, we are joined in a common purpose: helping people on their path to better health. We are working to transform health care through innovations that make quality care more accessible, easier to use, less expensive and patient-focused. Working together and organizing around the individual, we are pioneering a new approach to total health that puts people at the heart.


We strive to promote and sustain a culture of diversity, inclusion and belonging every day. CVS Health is an equal opportunity and affirmative action employer. We do not discriminate in recruiting, hiring or promotion based on race, ethnicity, sex/gender, sexual orientation, gender identity or expression, age, disability or protected veteran status or on any other basis or characteristic prohibited by applicable federal, state, or local law. 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. See Job Description

Boston, Massachusetts

Continue serving and work with a purpose

As a CVS Health colleague, you'll find career opportunities across the organization and at every stage of your career. More important, your work will have an impactful purpose on someone's life, including your own. Learn more about how you can continue serving on your next mission at CVS Health.

Careers for Veterans and Military Spouses

 

"The military has an ethos that is grounded in purpose-driven service that’s bigger than the individual. The same holds true for us at CVS Health. You can talk to colleagues in any part of our business and they will be able to articulate our company’s purpose. Working here provides an opportunity for service members and military spouses to continue to serve, just in a civvies."

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