Lead Director, Commercial Member Experience

CVS Health; Frankfort (KY); Hybrid; USD 100,000 - 232,000; Full time

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.

Skills

Customer experience

Healthcare payor

Executive communication

Strategic thinking

Cross-functional leadership

Stakeholder influence

Portfolio strategy

Education

Bachelor's degree

Job description

We're building a world of health around every individual - shaping a more connected, convenient and compassionate health experience. At CVS Health®, you'll be surrounded by passionate colleagues who care deeply, innovate with purpose, hold ourselves accountable and prioritize safety and quality in everything we do. Join us and be part of something bigger - helping to simplify health care one person, one family and one community at a time.

Position Summary

Lead Director, Member Experience is responsible for shaping the experience strategy and portfolio presentation approach for new and enhanced payor-focused products and capabilities, with a particular emphasis on member-facing communications as a core part of the end-to-end experience. This role drives consistency in how experiences are designed, communicated, and represented across the portfolio, ensuring that product experiences and member communications work together to support clarity, engagement, and adoption. Serving as a cross-functional leader across product, design, marketing, and communications partners, this role sets strategic direction, priorities, and requirements while orchestrating aligned execution across teams.

The position may be remote or hybrid anywhere in the US depending on candidate location and commute to a hub location

Key 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
• Guide cross-functional alignment on priorities, dependencies, and sequencing related to member experience and communications
• Influence development of experience frameworks, communication approaches, design guidance, and supporting materials that improve usability, engagement, and consistency
• Identify opportunities to improve how members understand, navigate, and engage with products and capabilities across the broader portfolio
• Support strategic initiatives across the product organization that strengthen experience quality, communication effectiveness, and cross‑functional orchestration
• Monitor experience signals, member feedback, and adoption patterns to inform future prioritization and design direction

Required Qualifications

• 10+ years of experience in customer experience, member experience, digital experience, product experience, communications strategy, 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
• Strong strategic thinking and systems thinking skills, with the ability to connect journey‑level decisions to portfolio‑level impact
• Strong executive communication and stakeholder influence skills
• Ability to influence without direct ownership and drive alignment across multiple teams with different accountabilities
• Strong prioritization, organizational, and cross‑functional leadership skills

Success Profile

The strongest candidates for this role will bring:

• A strong portfolio mindset around experience consistency and member clarity
• Deep appreciation for how communications shape the actual member experience
• The ability to connect product, experience, and communications into a single strategic narrative
• Strong judgement in balancing member needs, business priorities, and cross‑functional realities
• Executive presence and the ability to set direction across a broad stakeholder set
• A disciplined, orchestration‑oriented approach to turning complexity into aligned action

What Success Looks Like

• Member experiences are more consistent across the portfolio and easier to navigate
• Member communications are treated as a strategic part of the experience rather than a downstream deliverable
• Cross‑functional teams have clearer direction on priorities, requirements, and sequencing tied to experience and communications
• Products are represented in ways that feel more connected, intuitive, and member‑centered
• The broader product organization benefits from stronger experience coherence, clearer member messaging, and better cross‑functional alignment

Education

Bachelor's degree preferred/specialized training/relevant professional qualification.

Pay Range

The typical pay range for this role is:

$100,000.00 - $231,540.00

This pay range represents the base hourly rate or base annual full‑time salary for all positions in the job grade within which this position falls. The actual base salary offer will depend on a variety of factors including experience, education, geography and other relevant factors. This position is eligible for a CVS Health bonus, commission or short‑term incentive program in addition to the base pay range listed above. This position also includes an award target in the company's equity award program.

Our people fuel our future. Our teams reflect the customers, patients, members and communities we serve and we are committed to fostering a workplace where every colleague feels valued and that they belong.

Great benefits for great people

We take pride in offering a comprehensive and competitive mix of pay and benefits that reflects our commitment to our colleagues and their families.

This full‑time position is eligible for a comprehensive benefits package designed to support the physical, emotional, and financial well‑being of colleagues and their families. The benefits for this position include medical, dental, and vision coverage, paid time off, retirement savings options, wellness programs, and other resources, based on eligibility.

Additional details about available benefits are provided during the application process and on Benefits Moments.

We anticipate the application window for this opening will close on: 09/10/2026

Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state and local laws.