Senior Manager, Member Experience & Payor Products

CVS Health Corporation; Springfield (IL); Hybrid; USD 68,000 - 199,000; Full time

Job summary

CVS Health is seeking a Senior Manager, Member Experience to lead cross-functional initiatives for payor-focused products, translating experience strategy into coordinated plans and member communications. The role requires strong collaboration with product, design, marketing, and communications to ensure clear and consistent member journeys across initiatives.

This individual contributor position supports remote or hybrid work across the US, emphasizing delivery excellence, readiness, and

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.

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

Skills

Customer experience

Member experience

Digital experience

Product experience

Communications

Project management

Education

Bachelors degree

Job description

CVS Health is seeking a Senior Manager, Member Experience to lead cross-functional initiatives for payor-focused products, translating experience strategy into coordinated plans and member communications. The role requires strong collaboration with product, design, marketing, and communications to ensure clear and consistent member journeys across initiatives.

This individual contributor position supports remote or hybrid work across the US, emphasizing delivery excellence, readiness, and