Journey Activation and Optimization Analyst

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.

Overview

PCW Marketing Operations seeks a Journey Activation & Optimization Analyst to leverage technology and data to translate customer engagement strategy into high-quality, efficient, scalable, and technically sound execution. This role supports the delivery of connected customer journeys by partnering across Strategy, Data Science, Architecture, Engineering, Analytics, Legal/Compliance, Content, and Communication Delivery teams, while improving execution through stronger processes, operational discipline, and AI-enabled optimization.

Position Summary

The Journey Activation & Optimization Analyst leverages technology and data to execute and optimize end-to-end customer journeys from brief through build, QA, launch, performance monitoring, and post-mortem review. This role translates strategic direction into actionable engagement plans, ensures technical and operational readiness across key partners, manages risks and blockers, and drives continuous improvement through dashboards, insights, and process optimization. This role helps strengthen channel health, reduce redundancy, and improve performance through AI capabilities, data-informed workflows, and close partnership with Strategy and technical teams to support scalable, reliable delivery.

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

Required Qualifications

• 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

Preferred Qualifications

• 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

Education

Bachelor’s degree or equivalent (HS Diploma and 4 years of experience) required

Anticipated Weekly Hours

Time Type

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. 
 

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.