, Rhode Island

Job Description
CVS Health is on a mission to transform healthcare. With a shared purpose to help people on their path to better health, we are building new ways to care for our communities, leveraging our brick and mortar footprint of 10,000 stores. At the heart of this strategy lies the privileged relationships between our colleagues and our customers. As we seek to simplify a complex healthcare system for the patients we serve, while providing meaningful work for 180,000+ store colleagues, a design-thinking approach becomes increasingly critical. The Retail Operations - Experience Designer is an essential member of the Customer & Colleague Experience Team, responsible for influencing the creation of the tools, systems, and processes our colleagues use to care for customers in our stores every day. This person will work to create shared healthcare experiences that are as impactful for the provider as for the patient.

The Experience Designer is a critical member of the Retail Operations team, connecting the dots between customer insights, colleague feedback, operational workflow, and clinical patient care, to inform decisions about pharmacy layout and design, in-store technology interfaces, new program rollouts, and other aspects of the in-store experience (pharmacy drop-off, pick-up, counseling, etc.). This person takes a consultative approach, leveraging various forms of visual media (sketches, photographs, journey maps, etc.) to convey a clear vision and influence the work of disparate teams across the Retail business. This person will be a tireless champion of the user experience, ensuring that the individual operational tactics we pursue are in service of our higher goal: to build unparalleled connections between our colleagues and customers.

The ideal candidate brings a multi-disciplinary, human-centered approach to crafting experiences in the retail, healthcare, entertainment, or other relevant industry. A “maker” by nature, this person uses their craft to solve real, human problems, and welcomes the introduction of constraints as a support to the creative process. Basic business acumen, exhibited as fluency with the practical requirements in scaling operational change, will be necessary for success. In partnership with the team, this person will need to anticipate challenges, identify and assess trade-offs, and openly engage team members, leaders, and cross-functional partners to address complications. Excellent communication skills—written, spoken, and visual—will be required for the successful presentation of a clear and compelling vision to executive-level audiences.

Key Competencies Include:
- Strong fluency in user research, design thinking, and visual communication
- Ability to create definition and structure within ambiguous and uncertain settings
- Experience bringing concepts from ideation through iterative prototyping, toward scale
- Ability to learn on the fly, driven by an innate curiosity and sense of possibility
- Comfort working with a closely-knit team, as well as a broader cast of cross-functional stakeholders
- High level of independent judgment and initiative
- Strong organizational and project management skills; ability to set and meet milestones and budget requirements
- Ability to communicate and influence at all levels of the organization

Required Qualifications
- 5+ years of work experience in a business environment
- 2+ years of work experience in a consulting or other project-driven environment, applying systems-thinking to break down and address complex problems
- 2+ years of work experience applying user-centered design methods and techniques
- A commitment to our purpose of helping people on their path to better health

Preferred Qualifications
- Portfolio of work demonstrating visual storytelling and/or interaction design skills

Education
- Bachelor's degree in Design or other related discipline, or equivalent work experience
- MBA or advanced training in relevant discipline preferred

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

, Rhode Island

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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