Manager, Digital Analytics and Content Management (AI Digital Assistant)

About the Role

Key Responsibilities

• Analyze Artey interaction and feedback data to identify performance trends, knowledge gaps, and opportunities to optimize enterprise search.
• Develop metrics, KPIs, and dashboards to monitor Artey's effectiveness in streamlining tasks and enhancing self-service.
• Author, edit, and update knowledge articles to address identified gaps and improve Artey's performance.
• Collaborate with subject matter experts and cross-functional teams to ensure content accuracy, clarity, and alignment with CVS Health standards.
• Work closely with business stakeholders to align analytics insights with system enhancements and process improvements.
• Facilitate workshops and training sessions to educate colleagues on new features, best practices, and content updates based on analytics findings.
• Document business requirements, workflows, and technical specifications to support Artey knowledge enhancements.
• Stay updated on industry trends and emerging technologies in AI, analytics, and digital transformation to innovate Artey's capabilities.
• Recommend strategic improvements to user experience, task automation, and overall digital assistant performance based on data-driven insights.

Requirements

• 5+ years of experience in business analysis, data analytics, or a similar role.
• 5+ years of experience translating complex data sets into actionable business insights and measurable outcomes.
• 5+ years of experience producing high-quality documentation and knowledge content, with good business acumen skills.
• Proficiency with data visualization and business intelligence tools such as Excel, Tableau, and Microsoft Office 365.
• Ability to work remotely while adhering to East Coast hours.
• Experience with presenting data to cross-functional teams and leadership at all levels.

Nice to Have

• Advanced degree or certification in business analytics, data science, or related fields.
• Experience with AI digital assistants, enterprise search technologies, or self-service platforms.
• Hands-on experience with ServiceNow reporting and analytics, including building dashboards and extracting insights.
• Familiarity with Customer Satisfaction (CSAT) data analysis and performance improvement recommendations.
• Experience working in Agile environments with tools such as Jira, including backlog management and sprint planning.
• Demonstrated ability to manage and mentor team members, fostering a collaborative analytics team.

Qualifications

• Bachelor's degree or equivalent work experience.

Benefits & Perks

• Affordable medical plan options, a 401(k) plan with matching contributions, and an employee stock purchase plan.
• No-cost programs including wellness screenings, tobacco cessation, weight management, confidential counseling, and financial coaching.
• Paid time off, flexible work schedules, family leave, dependent care resources, colleague assistance programs, tuition assistance, retiree medical access, and other benefits depending on eligibility.