Chief Experience Architect — Member Journeys

CVS Health; Saint Paul (MN); Hybrid; USD 100,000 - 232,000; Full time

Job summary

CVS Health is seeking a Lead Director, Member Experience to define the experience strategy and portfolio presentation for payor-focused products, with emphasis on member communications that support clarity, engagement and adoption. The position may be remote or hybrid anywhere in the US depending on location and hub access.

As a cross-functional leader across product, design, marketing, and communications, you will set strategic direction, prioritize work, and orchestrate aligned execution.

Qualifications

• 10+ years leading customer or member experience initiatives.
• Experience in healthcare/payor/digital product environments.
• Proven ability to set strategic direction across complex portfolios.
• Experience integrating member communications into strategy.
• Experience leading matrixed teams across product, design, marketing, and communications.
• Strong executive communication and stakeholder influence.

Responsibilities

• Define and drive a consistent member experience strategy across the payor product portfolio.
• Elevate member communications as a core component of product orchestration.
• Partner with product owners, design, marketing, and leadership to align strategy and portfolio direction.
• Drive consistency in how products and experiences are represented across the portfolio.
• Translate priorities into clear asks, direction, and execution requirements.
• Guide cross-functional alignment on priorities, dependencies, and sequencing.
• Influence development of experience frameworks and supporting materials.
• Identify opportunities to improve member understanding and engagement.
• Monitor experience signals and adoption patterns to inform direction.

Job description

CVS Health is seeking a Lead Director, Member Experience to define the experience strategy and portfolio presentation for payor-focused products, with emphasis on member communications that support clarity, engagement and adoption. The position may be remote or hybrid anywhere in the US depending on location and hub access.

As a cross-functional leader across product, design, marketing, and communications, you will set strategic direction, prioritize work, and orchestrate aligned execution.