Director, Member Experience & Communications Strategy

CVS Health; Trenton (NJ); Hybrid; USD 100,000 - 232,000; Full time

Benefits offered by this job

Medical, dental, and vision coverage

Paid time off

Retirement savings

Wellness programs

Job summary

CVS Health in the United States is seeking a Lead Director, Member Experience to shape the experience strategy and portfolio presentation for payor-focused products, with a core emphasis on clear member communications within the end-to-end experience.

The role collaborates with product, design, marketing, and communications to align priorities, set direction, and translate plans into actionable work across teams, driving member clarity and adoption.

Qualifications

• 10+ years leading customer/member/digital experience or related teams.
• Strong healthcare/payor/digital product experience.
• Ability to define strategic direction for experience across complex products.
• Experience integrating member communications into broader strategy.
• Proven success leading matrixed teams across product, design, and marketing.
• Strong systems thinking and executive communication.

Responsibilities

• Define a cohesive member experience strategy across the payor portfolio.
• Elevate member communications as part of product orchestration.
• Partner with product, design, marketing, and leadership for alignment.
• Drive consistency in portfolio representation across experiences.
• Translate priorities into clear asks and execution plans.
• Guide cross-functional alignment on priorities and sequencing.
• Influence experience frameworks and supporting materials.
• Identify opportunities to improve member navigation and engagement.
• Support strategic initiatives to strengthen experience quality.
• Monitor signals and adoption to inform direction.

Skills

Customer experience leadership

Executive communication

Cross-functional leadership

Strategy development

Healthcare/payor domain knowledge

Education

Bachelor's degree

Job description

CVS Health in the United States is seeking a Lead Director, Member Experience to shape the experience strategy and portfolio presentation for payor-focused products, with a core emphasis on clear member communications within the end-to-end experience.

The role collaborates with product, design, marketing, and communications to align priorities, set direction, and translate plans into actionable work across teams, driving member clarity and adoption.