Journey Activation and Optimization Analyst

Summary

CVS Health is building a more connected, convenient, and compassionate health experience around every individual. The Journey Activation and Optimization Analyst executes and optimizes end-to-end customer journeys, translating strategy into technical requirements, coordinating cross-functional delivery, monitoring performance, and improving workflows through data, dashboards, automation, and AI capabilities.

Responsibilities

• Own end-to-end execution of customer journeys from brief through build, QA, launch, ongoing insights, and post-mortem review
• Translate strategic priorities into actionable engagement plans, including targeting, segmentation rules, decision logic, offers, content needs, timelines, and execution requirements, applying the technical expertise needed to support journey configuration, audience logic, and execution design
• Partner cross-functionally with Strategy, Data Science, Architecture, Engineering, Analytics, Legal/Compliance, Content, and Communication Delivery teams to define requirements, align dependencies, support technical readiness, and ensure scalable execution
• Connect business strategy to technical execution by translating journey objectives into clear requirements for data, orchestration, system setup, workflow design, and delivery readiness
• Conduct user acceptance testing in development environments to validate audience logic, data inputs, content readiness, workflow setup, and delivery quality prior to launch
• Identify, manage, and escalate risks, blockers, and execution issues throughout the delivery lifecycle, including dependencies tied to data, platform configuration, system integration, and delivery execution
• Monitor channel health and delivery reliability, including deliverability, incident response, change management, and ongoing operational oversight
• Analyze and interpret complex data to support decision-making, inform strategic initiatives, and identify opportunities to improve journey execution and performance
• Optimize tools, workflows, and processes to improve efficiency, streamline execution, and strengthen journey performance
• Apply AI capabilities and automation opportunities to optimize journeys, reduce redundancy, and improve end-to-end execution
• Create and monitor dashboards for customer disposition, operational performance, and journey outcomes, using business intelligence software or data visualization platforms to create compelling visual representations of data and insights, including trending and feedback loop reporting

Skills

• 3+ years of strategic and technical experience supporting or leading end-to-end execution of customer engagement, CRM, lifecycle marketing, or journey-based programs
• 3+ years of analytical and technical skills using SQL, including experience with data querying, reporting, automation, and marketing technology platforms that support journey execution, performance monitoring, and process improvement
• 3+ years of experience translating business strategy into clear execution requirements across technical and non-technical stakeholders
• 3+ years of experience of journey execution, including targeting, segmentation, QA, launch processes, performance monitoring, and operational readiness
• 3+ years of experience analyzing data and translating insights into execution improvements, dashboards, or process recommendations, including user acceptance testing and validation in development or pre-production environments
• Bachelor's degree or equivalent (HS Diploma and 4 years of experience) required
• 3+ years of experience with omnichannel journey orchestration and enterprise marketing technology platforms such as Adobe or Salesforce
• Demonstrated ability to improve processes, identify efficiencies, and support continuous improvement
• Demonstrated ability to manage multiple priorities, navigate complexity, and resolve execution issues in a fast-paced environment
• Strong written and verbal communication skills with the ability to translate strategy into clear execution requirements
• Experience partnering with cross-functional teams such as Strategy, Data Science, Architecture, Engineering, Analytics, Legal/Compliance, Content, and Communication Delivery
• Experience working with technical partners to support data integration, platform configuration, orchestration design, workflow automation, or journey optimization
• Experience using AI-enabled tools or automation capabilities to improve workflow efficiency or journey performance
• Familiarity with deliverability monitoring, channel health practices, incident response processes, and operational governance
• Experience building reporting frameworks and dashboards that connect operational performance, customer outcomes, and business results
• Experience using business intelligence software or data visualization platforms to create dashboards and communicate insights effectively

Qualifications

Must Haves

• 3+ years of strategic and technical experience supporting or leading end-to-end execution of customer engagement, CRM, lifecycle marketing, or journey-based programs
• 3+ years of analytical and technical skills using SQL, including experience with data querying, reporting, automation, and marketing technology platforms that support journey execution, performance monitoring, and process improvement
• 3+ years of experience translating business strategy into clear execution requirements across technical and non-technical stakeholders
• 3+ years of experience of journey execution, including targeting, segmentation, QA, launch processes, performance monitoring, and operational readiness
• 3+ years of experience analyzing data and translating insights into execution improvements, dashboards, or process recommendations, including user acceptance testing and validation in development or pre-production environments
• Bachelor's degree or equivalent (HS Diploma and 4 years of experience) required

Nice to Haves

• 3+ years of experience with omnichannel journey orchestration and enterprise marketing technology platforms such as Adobe or Salesforce
• Demonstrated ability to improve processes, identify efficiencies, and support continuous improvement
• Demonstrated ability to manage multiple priorities, navigate complexity, and resolve execution issues in a fast-paced environment
• Strong written and verbal communication skills with the ability to translate strategy into clear execution requirements
• Experience partnering with cross-functional teams such as Strategy, Data Science, Architecture, Engineering, Analytics, Legal/Compliance, Content, and Communication Delivery
• Experience working with technical partners to support data integration, platform configuration, orchestration design, workflow automation, or journey optimization
• Experience using AI-enabled tools or automation capabilities to improve workflow efficiency or journey performance
• Familiarity with deliverability monitoring, channel health practices, incident response processes, and operational governance
• Experience building reporting frameworks and dashboards that connect operational performance, customer outcomes, and business results
• Experience using business intelligence software or data visualization platforms to create dashboards and communicate insights effectively

Benefits

• CVS Health bonus, commission or short-term incentive program in addition to the base pay range listed above.
• This full-time position is eligible for a comprehensive benefits package designed to support the physical, emotional, and financial well-being of colleagues and their families.
• Medical, dental, and vision coverage, based on eligibility.
• Paid time off, based on eligibility.
• Retirement savings options, based on eligibility.
• Wellness programs, based on eligibility.
• Other resources, based on eligibility.
• Remote/Hybrid