Head of Member Experience & Communications (Remote)

CVS Health; Jackson (MS); Hybrid; USD 100,000 - 232,000; Full time

Job summary

CVS Health is seeking a Lead Director, Member Experience to shape the experience strategy and portfolio presentation for payor-focused products, with emphasis on member communications across the end-to-end journey.

The position may be remote or hybrid anywhere in the US depending on candidate location and commute to a hub location. You will lead cross-functional teams across product, design, marketing, and communications to align strategy and drive adoption of cohesive member experiences.

Qualifications

• 10+ years of experience in customer experience, member experience, digital experience, product experience, or related leadership roles.
• Strong experience in healthcare, payor, digital product, or customer experience environments.
• Proven ability to define strategic direction for experience across complex products or portfolios.
• Experience integrating member communications, content strategy, or customer-facing messaging into broader experience and product strategy.
• Demonstrated success leading highly matrixed work across product, design, marketing, and communications teams.

Responsibilities

• Define and drive a consistent member experience strategy across the payor product portfolio, ensuring experiences are cohesive, intuitive, and aligned to customer and business needs.
• Elevate member communications as a core component of product orchestration, ensuring communications are clear, connected, and integrated into the broader member experience.
• Partner with product owners, design, marketing, and leadership to align experience strategy, communication priorities, and portfolio direction.
• Drive consistency in how products and experiences are represented across the portfolio, including experience principles, communication patterns, and member-facing interactions.
• Serve as a strategic liaison across teams to translate product and experience priorities into clear asks, direction, and execution requirements.

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, with emphasis on member communications across the end-to-end journey.

The position may be remote or hybrid anywhere in the US depending on candidate location and commute to a hub location. You will lead cross-functional teams across product, design, marketing, and communications to align strategy and drive adoption of cohesive member experiences.