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.
• Function as a knowledge contributor by authoring, editing, and updating knowledge articles to address identified gaps and enhance Artey's overall 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 derived from analytics findings.
• Document business requirements, workflows, and technical specifications to support the development and implementation of Artey knowledge enhancements.
• Stay up to date with industry trends and emerging technologies in AI, analytics, and digital transformation to continually 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 similar role.
• 5+ years of experience with the ability to translate complex data sets into actionable business insights and measurable outcomes.
• 5+ years of experience with producing high-quality documentation and knowledge content, with good business acumen skills.
• Proficiency with data visualization and business intelligence tools like Excel, Tableau, and Microsoft Office 365.
• Ability to work remotely on East Coast Hours.
• This is an individual contributor position.

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.
• Proficient level of analytical and critical thinking skills, with a keen attention to detail.
• Hands-on experience with ServiceNow reporting and analytics, including building dashboards and extracting insights.
• Familiarity with Customer Satisfaction (CSAT) data analysis, including trend identification and performance improvement.
• Experience working in Agile environments with tools such as Jira, including backlog management, sprint planning, and product lifecycle tracking.
• Demonstrated ability to manage and mentor team members, fostering collaboration and high performance.

Qualifications

• Bachelor's degree or equivalent work experience.

Benefits & Perks

• Affordable medical plan options, a 401(k) plan (including matching company contributions), and an employee stock purchase plan.
• No-cost programs including wellness screenings, tobacco cessation, weight management, confidential counseling, and financial coaching.
• Benefit solutions addressing diverse needs including paid time off, flexible work schedules, family leave, dependent care resources, colleague assistance programs, tuition assistance, retiree medical access, and more.