Lead Director, Member Experience & Communications

CVS Health; Providence (RI); 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. You will drive consistency in experiences and member communications, collaborating with product, design, marketing and communications to set direction and orchestrate execution across teams.

The role emphasizes a cross‑functional leadership stance, strong executive communication, and the ability to influence without direct ownership across multiple

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

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

Skills

Leader ship

Customer experience

Member experience

Strategic thinking

Executive communication

Cross-functional leadership

Healthcare/payor knowledge

Portfolio strategy

Stakeholder influence

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. You will drive consistency in experiences and member communications, collaborating with product, design, marketing and communications to set direction and orchestrate execution across teams.

The role emphasizes a cross‑functional leadership stance, strong executive communication, and the ability to influence without direct ownership across multiple