Senior Director, Member Experience & Communications

CVS Health; Little Rock (AR); Hybrid; USD 100,000 - 232,000; Full time

Benefits offered by this job

Bonus program

Equity

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, with an emphasis on member-facing communications that drive clarity, engagement, and adoption.

This role partners with product, design, marketing, and communications teams to set direction, priorities, and requirements, ensuring consistent experiences across the portfolio.

Qualifications

• 10+ years leading customer or member experience and related leadership roles.
• Experience in healthcare, payor, or digital product environments.
• Ability to define strategic direction across complex product portfolios.
• Experience integrating member communications into broader strategy.
• Proven success leading matrixed teams across product, design, marketing, and communications.

Responsibilities

• Define a cohesive member experience strategy across the payor product portfolio.
• Elevate member communications as a core component of product orchestration.
• Partner with product, design, marketing, and leadership to align priorities.
• Drive consistency in product and experience representations across the portfolio.
• Translate priorities into clear actions and execution plans.
• Monitor signals and adoption to inform prioritization.
• Support initiatives to strengthen experience quality and cross-functional orchestration.

Skills

Customer experience leadership

Product experience

Strategic thinking

Executive communication

Cross-functional leadership

Healthcare/payor knowledge

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 an emphasis on member-facing communications that drive clarity, engagement, and adoption.

This role partners with product, design, marketing, and communications teams to set direction, priorities, and requirements, ensuring consistent experiences across the portfolio.