AVP, Member Experience

AffirmedRx; United States; Remote; USD 180,000 - 260,000; Full time

Benefits offered by this job

Competitive compensation

Health, dental, and vision insurance

Job summary

AffirmedRx is seeking a senior leader to set the digital member experience strategy and multi-year roadmap, aligning with growth plans across apps, portals, CRM, IVR, and telephony. You will own business requirements, user stories, and acceptance criteria for product and IT teams while designing digital navigation tools to help members find lower-cost medications and track prior authorizations.

This role requires 15+ years in digital/healthcare tech, PBM experience, and proven executive

Qualifications

• Bachelor's degree in Business, Healthcare Administration, Information Systems, or related field.
• 15+ years of progressive experience in digital experience, member/customer experience, or healthcare technology.
• Experience in Pharmacy Benefit Management (PBM), pharmacy benefits, or health plans.
• Proven experience as an executive sponsor for member-facing technology platforms.
• Strong technical aptitude in agile product development and system integrations.

Responsibilities

• Set and own the digital member experience strategy and multi-year roadmap aligned to growth plans.
• Serve as the business owner for member-facing platforms including the app, portal, CRM, IVR, and telephony.
• Define business requirements, user stories, and acceptance criteria for product and IT teams.
• Design digital navigation tools to help members find lower-cost medications and track prior authorizations.
• Own the digital member experience scorecard, tracking adoption, CSAT, NPS, and contact deflection.
• Demonstrate digital capabilities to clients, benefits consultants, and prospects during sales pursuits.
• Lead complex, cross-functional digital initiatives and change management for new capabilities.

Skills

Leadership

Agile product development

Cross-functional influence

Healthcare industry knowledge

Stakeholder management

Education

Bachelor's degree in Business, Healthcare Administration, Information Systems, or related field

Tools

CRM platforms

System integrations

Job description

Responsibilities

• Set and own the digital member experience strategy and multi-year roadmap aligned to growth plans
• Serve as the business owner for member-facing platforms including the app, portal, CRM, IVR, and telephony
• Define business requirements, user stories, and acceptance criteria for product and IT teams
• Design digital navigation tools to help members find lower-cost medications and track prior authorizations
• Own the digital member experience scorecard, tracking adoption, CSAT, NPS, and contact deflection
• Demonstrate digital capabilities to clients, benefits consultants, and prospects during sales pursuits
• Lead complex, cross-functional digital initiatives and change management for new capabilities

Requirements

• Bachelor's degree in Business, Healthcare Administration, Information Systems, or related field
• 15+ years of progressive experience in digital experience, member/customer experience, or healthcare technology
• Required experience in Pharmacy Benefit Management (PBM), pharmacy benefits, or health plans
• Proven experience as an executive sponsor for member-facing technology platforms
• Strong technical aptitude in agile product development and system integrations
• Ability to lead and influence cross-functional leaders without direct authority

Preferred Qualifications

• Advanced degree
• Certified Customer Experience Professional (CCXP) credential

Benefits

• Competitive compensation
• Health, dental, and vision insurance

About the Company

AffirmedRx is on a mission to improve health care outcomes by bringing clarity, integrity, and trust to pharmacy benefit management, utilizing state-of-the-art technology to make benefits easy to understand and access.