McKesson is an impact-driven, Fortune 10 company that touches virtually every aspect of healthcare. We are known for delivering insights, products, and services that make quality care more accessible and affordable. Here, we focus on the health, happiness, and well-being of you and those we serve – we care.

What you do at McKesson matters. We foster a culture where you can grow, make an impact, and are empowered to bring new ideas. Together, we thrive as we shape the future of health for patients, our communities, and our people. If you want to be part of tomorrow’s health today, we want to hear from you.

Shape the Future of Customer Experience Strategy & Delivery

Are you passionate about turning data into insights, insights into strategy, and strategy into meaningful business outcomes? McKesson is seeking a strategic and analytically driven leader to help shape the future of Customer Experience Strategy & Delivery. In this role, you will partner with senior leaders to identify transformational opportunities, develop business cases and strategic recommendations, and lead initiatives that enhance customer experience, operational efficiency, and long-term business performance. This is an opportunity to influence enterprise priorities, solve complex business challenges, and drive impactful change across the organization.

Job Summary:

This role exists to help shape where Customer & Sales Support is going over the next 3–5 years, grounded in data, customer needs, operational realities, and enterprise priorities. The role informs strategy by developing insights, options, business cases, and recommendations, and translates that strategy into action by leading a portfolio of transformative initiatives. It serves as a thought partner to senior leaders and as connective tissue between long-term direction and near-term execution, while operating in close partnership with Business, Operations, and IT stakeholders who hold decision rights for enterprise strategy and technology direction.

Key Responsibilities

Strategy Formulation & Strategic Planning

• Lead development and ongoing refinement of a multi-year CSS strategic roadmap aligned to MMS priorities, customer needs, and operational goals

• Identify and assess future-state opportunities across customer experience, service operations, AI, automation, and technology enablement

• Synthesize quantitative and qualitative data into strategic options, business cases, recommendations, and clear executive-ready narratives

• Facilitate alignment with senior stakeholders to support prioritization, sequencing, and decision-making on strategic initiatives

• Partner with Business, Operations, and IT leaders to translate approved enterprise and functional strategies into CSS initiatives and execution plans

AI, Automation & Technology Enablement

• Identify, frame, and prioritize AI, automation, and technology-enabled opportunities that improve customer experience, efficiency, and service effectiveness

• Partner with IT and business stakeholders to assess feasibility, define business requirements, and support implementation planning for approved solutions

• Ensure CSS execution remains aligned to MMS architecture, governance, and technology decisions established by IT and Business partners

Transformation Leadership & Execution

• Lead execution of 1–3 major transformation initiatives aligned to CSS and MMS priorities, with responsibility for scope, milestones, governance, and outcomes

• Drive cross-functional delivery across operating model, process, customer experience, service design, and technology-enabled change

• Manage risks, dependencies, tradeoffs, change impacts, and implementation readiness across multiple stakeholder groups

• Escalate issues with clear recommendations, structured options, and a strong point of view while aligning with final decision-makers

Executive Communication & Stakeholder Engagement

• Prepare and deliver high-impact communications, presentations, and materials for VP+ and executive audiences

• Build trusted relationships across Business, Operations, IT, and enabling functions to mobilize action and sustain momentum without formal authority

Minimum Requirements

7+ years of relevant experience

Compensation

This position offers a competitive compensation package, including a base salary of approximately $145,000, a 15% target annual incentive, and participation in a long-term incentive program.

Preferred Critical Skills

• Advanced Data Analysis, Insights Generation & Data Storytelling

• SQL Proficiency and Self-Service Data Exploration

• Business Case Development, Financial Analysis & ROI Assessment

• Advanced Excel Proficiency for Analysis and Modeling

• Advanced PowerPoint Proficiency and Executive Presentation Development

• Executive Communication and Presentation of Recommendations to Senior Leadership

• Strategic Planning, Roadmap Development & Strategic Problem Solving

• Business Transformation and Cross-Functional Program Leadership

• Stakeholder Management, Influence & Executive Partnership

• Structured Analytical Thinking and Data-Driven Decision Making

Additional Skills

• Management Consulting or Corporate Strategy Experience

• Customer Service, Contact Center, or Call Center Operations Experience

• Market Research and Customer Insights Analysis

• AI, Automation, or Emerging Technology Initiatives

• Cost-Benefit Analysis and Value Realization Measurement for Technology Investments

• Process Improvement, Operational Excellence, or Service Design Experience

We are proud to offer a competitive compensation package at McKesson as part of our Total Rewards. This is determined by several factors, including performance, experience and skills, equity, regular job market evaluations, and geographical markets. The pay range shown below is aligned with McKesson's pay philosophy, and pay will always be compliant with any applicable regulations. In addition to base pay, other compensation, such as an annual bonus or long-term incentive opportunities may be offered. For more information regarding benefits at McKesson, please click here.

Our Base Pay Range for this position

$108,800 - $181,300

McKesson has become aware of online recruiting-related scams in which individuals who are not affiliated with or authorized by McKesson are using McKesson’s (or affiliated entities, like CoverMyMeds or RxCrossroads) name in fraudulent emails, job postings or social media messages. In light of these scams, please bear the following in mind:

McKesson Talent Advisors will never solicit money or credit card information in connection with a McKesson job application.

McKesson Talent Advisors do not communicate with candidates via online chatrooms or using email accounts such as Gmail or Hotmail. Note that McKesson does rely on a virtual assistant (Gia) for certain recruiting-related communications with candidates.

McKesson job postings are posted on our career site: careers.mckesson.com.

McKesson is an Equal Opportunity Employer

 

McKesson provides equal employment opportunities to applicants and employees, without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, age, genetic information, or any other legally protected category. For additional information on McKesson’s full Equal Employment Opportunity policies, visit our Equal Employment Opportunity page.

 

McKesson is committed to being an Equal Employment Opportunity Employer and offers opportunities to all job seekers including job seekers with disabilities. If you need a reasonable accommodation to assist with your job search or application for employment, please contact us by sending an email to (United States) Disability_Accommodation@McKesson.com or (Canada) Accessibility@mckesson.ca. Resumes or CVs submitted to this email box will not be accepted.

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