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.

Position Summary

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.

What you will do

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

Required Qualifications

• 7 years of experience in UX research
• Adept at problem solving and decision-making skills
• Adept at collaboration and teamwork
• Adept at execution and delivery (planning, delivering, and supporting)
• Adept at using and applying AI tools to conduct or augment User Experience Research. 
• Demonstrated experience in both hands-on research execution and UX Research Operations (UXR Ops) or program management
• Strong expertise in qualitative and quantitative methodologies
• Experience designing and managing research intake, prioritization, and roadmaps

Preferred Qualifications

• 10 years experience
• Adept at business intelligence
• Adept at growth mindset (agility and developing yourself and others)

Education

• Bachelors degree

Pay Range

The typical pay range for this role is:

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.  This position also includes an award target in the company’s equity award program. 
 

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.

Additional details about available benefits are provided during the application process and on Benefits Moments.

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