Latest / The Diversity Career Podcast with Fexingo: Inclusion, Equity, and Underrepresented Professionals / How CVS Health Turned Age Diversity Into a Career Asset
Transcript
- Lucas: When Mary Lou Johnson lost her husband two years ago, she was 67 and had been retired for five years. She wasn't planning to go back to work. Then a flyer at her local community centre in Phoenix mentioned a program called "Talent is Ageless" run by CVS Health. Today she's a customer service lead at a CVS pharmacy, and she's been promoted twice. Luna: That's a really specific story. So is CVS actively recruiting older workers? Or did Mary Lou just stumble into it? Lucas: Both, actually. The program started as a pilot in three states back in 2015. The idea was to attract workers 55 and older, give them flexible schedules, and build a real career path. Now it's in over 30 states, and they partner with AARP and local senior centers to find candidates. But people also find them organically, like Mary Lou. Luna: So this isn't just a part-time job for pocket money? They actually see it as a career? Lucas: Exactly. CVS built a career ladder specifically for these workers. You start on the front end, stocking shelves, helping customers. Then you can move to pharmacy technician, which requires certification. CVS offers tuition reimbursement for that training. From there you can become a lead, or even a store manager. The average age at hire is 62, and the company tracks promotion rates. They're seeing people like Mary Lou moving up. Luna: That's impressive. What's the business case? Why does CVS invest in this? Lucas: The data is pretty clear. CVS found that workers over 55 have about 30 percent lower turnover than their younger peers. That saves huge money on hiring and training. They also get higher customer satisfaction scores — older customers especially appreciate interacting with someone their own age. So it's a retention tool and a revenue driver. Luna: And it directly fights age discrimination. A 2023 AARP study found that nearly two out of three workers over 50 face age discrimination at work. A program like this is an intentional countermeasure. Lucas: Right. And it's not charity. CVS is solving a real labor shortage. The US population is aging, and many industries are desperate for workers. Older adults are a massive, underutilized talent pool. The program has been so successful that other retailers like Walgreens and Target have started copying elements. Luna: I want to get into the specifics of the career path. What does it actually look like for someone who enters at, say, 63? Lucas: Okay, a typical entry is a role like "customer service associate." That's 20 to 30 hours a week, flexible shifts. After six months, if they want, they can apply for a pharmacy technician training program. CVS covers the cost of the course and the certification exam. Once certified, their pay jumps significantly — we're talking $17 to $20 an hour, depending on the market. And from there, there are lead roles and even management. Luna: That's meaningful money for someone on a fixed income. And it's not just about the paycheck — there's a sense of purpose. Lucas: Absolutely. CVS also offers benefits like health insurance and a 401k even for part-time workers. That's unusual in retail. And they've adapted the physical environment: sit-down stations, ergonomic mats, team lifts for heavy items. They really thought about the needs of an older workforce. Luna: So it's not about just hiring older people and hoping it works. It's redesigning the job. Lucas: Exactly. And that's the lesson for other employers. A lot of companies say they want age diversity, but they don't change the structure. CVS proved that if you adjust the role, the schedule, the culture, you can unlock huge value. Luna: I also read that CVS has a program called "Returnships" for caregivers returning to work, but that's a different target. What's unique about Talent is Ageless is it's specifically for age. Lucas: Right. And the results speak for themselves. The program has expanded to more than 30 states, and they've hired thousands of people over 55. They're also tracking promotion rates: over 20 percent of participants have moved up at least one level within two years. That's a real career, not just a job. Luna: Imagine if every retailer did this. We'd see a whole different narrative about aging and work. Lucas: You know, it's conversations like this that make the show what it is. And if you've ever gotten a career idea from this podcast — maybe you've thought differently about age discrimination, or you're considering a second act — we keep these episodes free because a small base of listeners chips in a couple of dollars a month. It's at buy me a coffee dot com slash fexingo. Truly, even a few dollars keeps the lights on and helps us stay independent. Luna: Yeah, we hear from listeners who say these episodes helped them think about their own careers or even their company's hiring practices. That's what keeps us going. Lucas: Anyway, back to CVS — one more thing about the promotion rates. They also found that older workers who get promoted tend to stay even longer. The retention rate for promoted employees is over 90 percent in the first year after promotion. So the investment pays off quickly. Luna: That's a remarkable statistic. So the question becomes: why aren't more companies doing this? Lucas: I think part of it is inertia. Hiring managers have biases — they assume older workers won't adapt to technology or can't handle the physical demands. But CVS shows that's wrong. Their older workers actually have higher technology adoption rates for the systems they use daily, because they're motivated to learn. And the physical accommodations are inexpensive. Luna: Plus, there's the demographic reality. The fastest-growing age segment in the US is people 65 and older. By 2030, one in five Americans will be retirement age. Companies that don't tap this pool will face labor shortages. Lucas: Exactly. And CVS isn't the only one. There are examples in manufacturing, like BMW's older worker assembly line, and in finance with return to work fellowships. But the scale of CVS's program makes it a case study worth watching. Luna: What about the impact on younger workers? Do they ever feel threatened by older colleagues moving up? Lucas: That's a good question. CVS says they haven't seen friction. In fact, younger workers often benefit from mentorship. The stores with mixed-age teams tend to have lower overall turnover. It creates a culture of learning. Luna: So it's a win-win. Older workers get a meaningful career, the company saves on turnover, and younger workers gain mentors. Lucas: Right. And I think the key takeaway is that age diversity isn't just a nice to have—it's a strategic advantage. CVS proved it with data. Other companies just need to follow the blueprint. Luna: And the blueprint is out there. CVS even published a white paper on best practices. It's not proprietary. Lucas: Yeah. So if you're an HR leader listening, check it out. Start small. Pilot a program in one region. The ROI can be significant. Luna: And if you're a listener thinking about your own second career, look for companies with programs like this. CVS is hiring in many markets. Lucas: We'll include links to the program in the show notes. Thanks for listening—we'll talk to you next time. Luna: Take care, everyone.