Lead Director, Member Experience & Communications

CVS Health; Dover (DE); On-site; USD 100,000 - 232,000; Full time

Job summary

CVS Health is seeking a Lead Director, Member Experience in the United States to shape the experience strategy and portfolio presentation for payor-focused products. The role emphasizes member-facing communications as a core part of the end-to-end experience and leads cross-functional orchestration with product, design, marketing and communications.

The position may be remote or hybrid nationwide, depending on location and hub access.

Qualifications

• 10+ years in customer/member experience or related leadership roles.
• Healthcare/payor and digital product experience preferred.
• Ability to define strategic direction across complex portfolios.

Responsibilities

• Define a cohesive member experience strategy across the payor portfolio.
• Elevate member communications as a core product orchestration component.
• Partner with product, design, marketing and leadership to align priorities.
• Drive consistency in portfolio experiences and communications.
• Translate priorities into clear asks and execution requirements.
• Influence experience frameworks, design guidance and materials.

Skills

Executive leadership

Strategic thinking

Stakeholder influence

Cross-functional collaboration

Healthcare payor experience

Education

Bachelor's degree

Job description

CVS Health is seeking a Lead Director, Member Experience in the United States to shape the experience strategy and portfolio presentation for payor-focused products. The role emphasizes member-facing communications as a core part of the end-to-end experience and leads cross-functional orchestration with product, design, marketing and communications.

The position may be remote or hybrid nationwide, depending on location and hub access.