Senior Manager, Commercial Product Member Experience

CVS Health Corporation; Frankfort (KY); On-site; USD 68,000 - 199,000; Full time

Benefits offered by this job

Medical coverage

Dental coverage

Vision coverage

Paid time off

Retirement options

Wellness programs

Equity incentives

Job summary

CVS Health Corporation is seeking a Sr. Manager, Member Experience to lead efforts across payor-focused products and capabilities.

You will partner with product, design, marketing and communications to translate experience strategy into coordinated plans, member-facing communications, journey improvements, and aligned execution. The role drives progress across defined work, ensuring member experiences are clear, connected, and consistent across products and interactions.

Qualifications

• Experience in customer or member experience initiatives within healthcare or payor sectors.
• Ability to translate strategy into coordinated plans and materials.
• Track record of cross-functional collaboration across product, design, marketing, and communications.
• Strong written and verbal communication, plus project management and organization.
• Ability to work independently with multiple priorities in a fast-moving environment.
• Experience supporting digital product or customer experience initiatives.
• Leadership program participation (GMDP/LP) is a plus.

Responsibilities

• Support execution of member experience initiatives across payor-focused products.
• Partner with product, design, marketing, and communications to translate direction into plans.
• Drive consistency in member-facing experiences and communications.
• Coordinate deliverables, timelines, and dependencies for member work.
• Develop recommendations for experience improvements and priorities.
• Support development of member-facing communications and journey materials.
• Track readiness and follow-up actions to ensure organized execution.
• Identify opportunities to improve how members navigate products and capabilities.
• Support broader cross-functional coordination within the product organization.

Skills

Customer experience

Member experience

Digital experience

Product experience

Communications

Leadership programs

Healthcare/payor experience

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

Sr. Manager, Member Experience is responsible for supporting execution of member experience initiatives for new and enhanced payor-focused products and capabilities. This individual contributor role partners across product, design, marketing, and communications teams to help translate experience strategy into coordinated plans, member-facing communications, journey improvements, and aligned execution. The role is accountable for driving progress across a defined scope of work, helping ensure that member experiences are clear, connected, and consistent across products and interactions.

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

Key Responsibilities

• Support execution of member experience initiatives across new and existing payor-focused products and capabilities

• Partner with product, design, marketing, and communications teams to translate experience direction into coordinated plans and execution activities

• Help drive consistency in member-facing experiences, communications, and interaction patterns across assigned products or initiatives

• Coordinate deliverables, timelines, stakeholder communications, and dependencies related to member experience work

• Develop recommendations for experience improvements, communication priorities, and execution needs based on product, journey, and member context

• Support development of member-facing communications, journey materials, presentations, FAQs, and related resources in partnership with accountable teams

• Track readiness, dependencies, and follow-up actions to help ensure experience initiatives are organized and effectively executed

• Identify opportunities to improve how members understand, navigate, and engage with products and capabilities across assigned work

• Support broader product organization initiatives tied to member experience quality, communication effectiveness, and cross-functional coordination

Required Qualifications

• 7+ years of experience in customer experience, member experience, digital experience, product experience, communications, and/or completion of General Management Development Program (GMDP) or any Leadership Development Program with related experience

• Experience supporting healthcare, payor, digital product, or customer experience initiatives

• Ability to translate experience direction into coordinated plans, communication support, and execution activities

• Experience working across product, design, marketing, and communications in a matrixed environment

• Strong written and verbal communication skills, including experience developing or coordinating customer-facing materials

• Strong project management, prioritization, and organizational skills

• Ability to operate independently, manage multiple priorities, and drive follow-through across stakeholders

• Strong judgment and attention to detail in fast-moving, cross-functional work

Success Profile

The strongest candidates for this role will bring:

• A practical, execution-oriented mindset

• Strong coordination and follow-through across multiple teams

• Good judgment in turning direction into organized action

• Clear communication and strong attention to detail

• Comfort operating independently without formal authority

• A strong appreciation for how communications and experience details shape the member journey

What Success Looks Like

• Member experience initiatives are well organized and supported by strong coordination across teams

• Member-facing experiences and communications are more consistent across assigned work

• Cross-functional partners have greater clarity on timelines, deliverables, and dependencies

• Execution is more disciplined, timely, and aligned to broader experience priorities

• The role is seen as a reliable driver of progress and execution quality across member experience activities

Education

bachelor’s degree preferred/specialized training/relevant professional qualification.

Pay Range

The typical pay range for this role is:

$67,900.00 - $199,144.00

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 (https://learn.bswift.com/cvshealth-mainland) .

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

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

CVS Health is an equal opportunity/affirmative action employer, including Disability/Protected Veteran — committed to diversity in the workplace.