Director, Member Experience & Communications Strategy

CVS Health; Phoenix (AZ); Hybrid; USD 100,000 - 232,000; Full time

Benefits offered by this job

Bonus eligibility

Equity awards

Comprehensive benefits

Job summary

CVS Health is seeking a Lead Director, Member Experience to shape the experience strategy and portfolio presentation for payor-focused products. You will collaborate with product, design, marketing, and communications to ensure cohesive, clear member experiences and communications across the portfolio.

The role emphasizes influencing priorities, aligning cross-functional teams, and turning complex requirements into actionable plans while maintaining a strong focus on clarity, engagement, and

Qualifications

• 10+ years of experience in customer or member experience leadership
• Healthcare/payor or digital product background
• Experience defining strategic direction for experiences across complex portfolios
• Ability to align member communications with product strategy
• Proven ability to lead highly matrixed cross-functional teams

Responsibilities

• Define a cohesive 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 experience 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 and sequencing related to member experience and communications.
• Influence development of experience frameworks, communication approaches, and design guidance.
• Identify opportunities to improve how members understand, navigate, and engage with products and capabilities.
• Support strategic initiatives across the product organization that strengthen experience quality and cross-functional orchestration.
• Monitor experience signals and adoption patterns to inform future prioritization and design direction

Skills

Customer experience

Member experience

Digital product

Leadership

Executive communication

Stakeholder influence

Strategic thinking

Cross-functional leadership

Education

Bachelor's degree

Job description

CVS Health is seeking a Lead Director, Member Experience to shape the experience strategy and portfolio presentation for payor-focused products. You will collaborate with product, design, marketing, and communications to ensure cohesive, clear member experiences and communications across the portfolio.

The role emphasizes influencing priorities, aligning cross-functional teams, and turning complex requirements into actionable plans while maintaining a strong focus on clarity, engagement, and