Senior Manager, Member Experience - Payor Products

CVS Health Corporation; City of Albany (NY); Hybrid; USD 68,000 - 199,000; Full time

Job summary

CVS Health Corporation is seeking a Sr. Manager, Member Experience to help execute and coordinate payer-focused product initiatives. The role partners with product, design, marketing, and communications to ensure clear, connected member experiences across interactions.

The position supports remote or hybrid work anywhere in the United States, with hub-based collaboration as needed, and emphasizes execution, cross-functional alignment, and messaging quality.

Qualifications

• 7+ years of experience in customer experience, member experience, digital experience, or related roles.
• Experience supporting healthcare/payor, digital product, or customer experience initiatives.
• Ability to translate experience direction into coordinated plans and execution activities.
• Experience working across product, design, marketing, and communications in a matrixed environment.
• Strong written and verbal communication skills and ability to develop or coordinate customer-facing materials.
• Strong project management, prioritization, and organizational skills.

Responsibilities

• Support execution of member experience initiatives across payor-focused products and capabilities.
• Partner with product, design, marketing, and communications teams to translate direction into coordinated plans.
• Drive consistency in member-facing experiences and interaction patterns across products.
• Coordinate deliverables, timelines, and dependencies related to member experience work.
• Develop recommendations for experience improvements, communications priorities, and execution needs.
• Support development of member-facing communications, journey materials, FAQs, and related resources.
• Track readiness, dependencies, and follow-up actions to ensure organized execution.
• Identify opportunities to improve how members understand, navigate, and engage with products.
• Support broader product organization initiatives tied to member experience quality and coordination.

Skills

Customer experience

Member experience

Digital experience

Leadership development

Education

Bachelor's degree

Job description

CVS Health Corporation is seeking a Sr. Manager, Member Experience to help execute and coordinate payer-focused product initiatives. The role partners with product, design, marketing, and communications to ensure clear, connected member experiences across interactions.

The position supports remote or hybrid work anywhere in the United States, with hub-based collaboration as needed, and emphasizes execution, cross-functional alignment, and messaging quality.