Senior Data Scientist - Customer Experience and Channel Innovation

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.

Position Summary The Senior Data Scientist (Manager) of Customer Experience and Channel Innovation (CECI) is directly responsible for designing and developing patient and customer engagement use cases (including experiments, mini-tests, campaigns, AI-enabled engagement solutions and engagement tactics) to enhance patient and customer experiences and business outcomes. The Manager leads the deployment of these use cases and analytical models (including descriptive/inferential statistics, machine learning, and generative AI/LLM-based methods, etc.) by effectively guiding data scientists and engineers through end-to-end product development, and by directing the work of contract resources as assigned. The Manager also performs hands-on analyses in product diagnostics, opportunity assessment, pre-deployment validation and post-deployment evaluation (including evaluation of AI system outputs) by querying, mining and analyzing big data in CVS’ cloud computing environment using programming tools including Python (PySpark) and SQL.

Design, develop, and improve patient and customer engagement use cases (including experiments, mini-tests, campaigns, analytical modeling, AI-enabled engagement solutions such as AI-generated message variants and conversational AI, and engagement tactics) to enhance and optimize the patient and customer experience; work with stakeholders to innovate, prioritize and execute experimental concepts, including automated and semi-automated experimentation at scale; apply analytical modeling and statistical analyses to determine the effectiveness of different interventions

Perform in-depth diagnostic analytics and drive actionable insights by querying, mining, and analyzing big data in CVS’ cloud computing environment using programming tools including Python (PySpark) and SQL; evaluate the quality and performance of AI-generated outputs using structured evaluation methods.

Lead the deployment of data-driven product enhancement by guiding engineers through end-to-end product and pipeline development, including AI-enabled workflows and the data and context layers that support them.

Compile analytical insights through effective data visualization techniques, automated measurement, and monitoring; present findings and recommendations to key stakeholders in order to facilitate or influence business decision-making

Serve as a liaison between business, engineering, and data science teams to design and implement enhancements; translate business needs into analytics and AI problems and apply analytics frameworks to pharmacy product development.

Mentor and provide technical guidance to junior analysts on the team to support development of analytics talent; direct and review the work of contract resources as assigned.

Required Qualifications

• 3+ years of academic background or prior experiences in data science, statistics, computer science, artificial intelligence/machine learning, product analytics, marketing analytics, or business analytics

• Proficiency in programming languages including SQL, Python and PySpark

• Experience with cloud computing and programming in a cloud platform (e.g. Azure, GCP, AWS)

• Strong understanding of descriptive and inferential statistics (e.g. sample size calculation, statistical significance determination)

• Solid understanding of the design of both experimental studies (e.g. A/B testing) and observational studies

• Working knowledge of supervised and unsupervised machine learning and data engineering

• Ability to structure problems and influence stakeholders in a data-driven way

• Experienced in leading complex projects with multiple stakeholders in a cross-matrixed environment

• Effective communication and presentation skills

Preferred Qualifications

• 3 to 5 years of hands-on experiences with building machine learning models including deep-learning models and large language model (LLM)-based systems

• Hands-on experience applying generative AI/LLMs to analytical or customer engagement use cases (e.g., prompt design, retrieval-augmented approaches, AI-assisted coding tools, agent-based workflows)

• Experience designing evaluation methods for AI-generated outputs (e.g., scoring rubrics, test sets, human-in-the-loop review) and automated measurement and monitoring

• Experience building or maintaining data and knowledge layers that support AI use cases (e.g., structured context repositories, retrieval architectures, knowledge graphs)

• Familiarity with conversational AI channels (voice, SMS, chat) and messaging experimentation

• Familiarity with healthcare and pharmacy data, including protected health information (PHI) handling, HIPAA, and health information exchange data (e.g., HIE/QHIN), and with customer communications compliance such as messaging opt-out requirements

• Hands-on experiences with data engineering pipeline, analysis of algorithms, optimization of complex codes and code automation

• Experiences with data visualization and business intelligence

• Doctorate Preferred

Education Masters degree required

Anticipated Weekly Hours 40

Time Type Full time

Pay Range The typical pay range for this role is:

$101,970.00 - $203,940.00 This pay range represents the base hourly rate or base annual full-time salary for all positions in the job grade within which this position falls. The actual base salary offer will depend on a variety of factors including experience, education, geography and other relevant factors. This position is eligible for a CVS Health bonus, commission or short-term incentive program in addition to the base pay range listed above.

Our people fuel our future. Our teams reflect the customers, patients, members and communities we serve and we are committed to fostering a workplace where every colleague feels valued and that they belong.

Great benefits for great people

We take pride in offering a comprehensive and competitive mix of pay and benefits that reflects our commitment to our colleagues and their families.

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. The benefits for this position include medical, dental, and vision coverage, paid time off, retirement savings options, wellness programs, and other resources, based on eligibility. Additional details about available benefits are provided during the application process and on Benefits Moments.

We anticipate the application window for this opening will close on: 11/14/2026

Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state and local laws.