Executive Director, Member Experience & Communications

CVS Health

Frankfort (KY)

Hybrid

USD 100,000 - 232,000

Full time

14 days+

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Benefits offered by this job

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. This role drives consistency across product experiences and member communications, partnering with product, design, marketing, and communications to ensure clarity, engagement, and adoption.

The position may be remote or hybrid anywhere in the US depending on location and hub access.

Qualifications

10+ years leading customer/member/experience, digital or product experience.
Strong healthcare/payor domain experience or related leadership roles.
Proven ability to set strategic direction across complex product portfolios.
Experience weaving member communications and content strategy into product plans.
Demonstrated success leading matrixed teams across product, design, marketing, and communications.

Responsibilities

Define a cohesive member experience strategy across payor products.
Elevate member communications as integral to product orchestration.
Partner with product, design, marketing, and leadership to align priorities.
Drive consistency in experience representations across the portfolio.
Translate priorities into clear asks and execution requirements.
Guide cross-functional alignment on priorities, dependencies, and sequencing.
Influence development of experience frameworks and supporting materials.
Identify opportunities to improve how members understand and engage with products.
Support strategic initiatives to enhance experience quality and cross-functional orchestration.
Monitor experience signals and adoption patterns to inform direction.