Senior Manager, Member Experience & Payor Products

CVS Health Corporation; Northern (KY); Hybrid; USD 68,000 - 199,000; Full time

Job summary

CVS Health Corporation is seeking a Sr. Manager of Member Experience to lead cross-functional efforts in improving payer-focused products and communications.

The role partners across product, design, marketing and communications to translate strategy into actionable plans and member-facing materials. Ideal candidates have 7+ years in customer or member experience, strong communication and project-management skills, and the ability to operate in a matrixed environment while driving execution and

Qualifications

• 7+ years of experience in customer or member experience, digital experience, or product communications.
• Experience supporting healthcare/payor or digital products is a plus.
• Strong written and verbal communication skills for customer-facing materials.
• Experience working in a matrixed environment across product, design, marketing, and communications.

Responsibilities

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

Skills

Customer experience

Member experience

Digital experience

Product experience

Communications

Project management

Education

Bachelor's degree

Job description

CVS Health Corporation is seeking a Sr. Manager of Member Experience to lead cross-functional efforts in improving payer-focused products and communications.

The role partners across product, design, marketing and communications to translate strategy into actionable plans and member-facing materials. Ideal candidates have 7+ years in customer or member experience, strong communication and project-management skills, and the ability to operate in a matrixed environment while driving execution and