Sr. Manager, User Research

We’re building a world of health around every individual — shaping a more connected, convenient and compassionate health experience. At CVS Health®, you’ll be surrounded by passionate colleagues who care deeply, innovate with purpose, hold ourselves accountable and prioritize safety and quality in everything we do. Join us and be part of something bigger – helping to simplify health care one person, one family and one community at a time.

The Senior Manager, Digital UX Research is responsible for planning, executing, and delivering high-impact research, while also owning the operational systems and processes. This role combines: • Deep expertise in qualitative and quantitative research methodologies • Strong leadership in research strategy and insights delivery • Ownership of UX Research Operations (UXR Ops), including intake, prioritization, tooling, vendor management, participant recruitment infrastructure, and repository governance The ideal candidate brings significant experience across omnichannel digital experiences and has demonstrated success in building research practices in complex enterprise environments.

Research Strategy, Execution & Insights • Act as a top-level specialist in digital UX research, leveraging advanced expertise to generate actionable insights. • Plan, design, and execute a wide range of qualitative and quantitative research studies, including moderated/unmoderated usability testing, tree testing, card sorting, and surveys. • Translate business questions into rigorous research plans and methodologies. • Identify and implement appropriate methods for gathering user feedback across channels. • Employ research tools (online or AI based), such as UserTesting. • Synthesize findings into clear, actionable recommendations that influence product, design, and business strategy. • Apply AI tools to support analysis, synthesis, secondary research, and reporting, using strong judgment where human rigor is required. • Coordinate external research efforts with vendors or partners, seeking industry-leading practices and benchmarking opportunities (QXscore). • Consult on UX-related matters with cross-functional teams, fostering collaboration and knowledge-sharing across departments. • Coach other professionals within the UX research team, providing guidance and mentorship to junior colleagues. • Evaluate and implement new tools, including AI-enabled research solutions. Intake, Prioritization & Resource management • Partner with stakeholders to scope research appropriately based on business goals, timelines, and risk • Develop and manage a research roadmap, balancing proactive and reactive work • Oversee team capacity planning and utilization, ensuring efficient allocation of research resources • Forecast future research needs and identify resource gaps