Senior Director, Member Experience & Communications

CVS Health; Madison (WI); Hybrid; USD 100,000 - 232,000; Full time

Benefits offered by this job

Comprehensive benefits package

Equity award program

Bonus eligibility

Job summary

CVS Health is seeking a Lead Director, Member Experience to shape the strategy and presentation of payor-focused products and member communications across the portfolio.

You will partner with product, design, marketing and communications teams to drive consistency, clarity and adoption, while guiding execution through a matrix organization in a remote or hybrid work setup across the United States.

Qualifications

• 10+ years in customer/member experience or related leadership roles.
• Experience in healthcare/payor/digital product environments.
• Ability to define strategic direction across complex product portfolios.
• Experience embedding member communications into broader strategy.

Responsibilities

• Define a consistent member experience strategy across the portfolio.
• Elevate member communications as a core product orchestration component.
• Partner with product, design, marketing, and leadership to align priorities.
• Ensure cohesive representation of products and experiences.
• Translate priorities into clear asks and execution requirements.
• Guide cross-functional alignment on priorities and sequencing.
• Inform future direction from experience signals and adoption patterns.
• Support strategic initiatives to strengthen experience quality and cross-functional orchestration.

Skills

Customer experience leadership

Member experience

Digital product strategy

Communications strategy

Cross-functional leadership

Executive stakeholder management

Strategic thinking

Project orchestration

Education

Bachelor's degree

Job description

CVS Health is seeking a Lead Director, Member Experience to shape the strategy and presentation of payor-focused products and member communications across the portfolio.

You will partner with product, design, marketing and communications teams to drive consistency, clarity and adoption, while guiding execution through a matrix organization in a remote or hybrid work setup across the United States.