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Position Summary
Lead Director, Member Experience is responsible for shaping the experience strategy and portfolio presentation approach for new and enhanced payor-focused products and capabilities, with a particular emphasis on member-facing communications as a core part of the end-to-end experience. This role drives consistency in how experiences are designed, communicated, and represented across the portfolio, ensuring that product experiences and member communications work together to support clarity, engagement, and adoption. Serving as a cross-functional leader across product, design, marketing, and communications partners, this role sets strategic direction, priorities, and requirements while orchestrating aligned execution across teams.
**The position may be remote or hybrid anywhere in the US depending on candidate location and commute to a hub location

Key Responsibilities
- Define and drive a consistent member experience strategy across the payor product portfolio, ensuring experiences are cohesive, intuitive, and aligned to customer and business needs
- Elevate member communications as a core component of product orchestration, ensuring communications are clear, connected, and integrated into the broader member experience
- Partner with product owners, design, marketing, and leadership to align experience strategy, communication priorities, and portfolio direction
- Drive consistency in how products and experiences are represented across the portfolio, including experience principles, communication patterns, and member-facing interactions
- Serve as a strategic liaison across teams to translate product and experience priorities into clear asks, direction, and execution requirements
- Guide cross-functional alignment on priorities, dependencies, and sequencing related to member experience and communications
- Influence development of experience frameworks, communication approaches, design guidance, and supporting materials that improve usability, engagement, and consistency
- Identify opportunities to improve how members understand, navigate, and engage with products and capabilities across the broader portfolio
- Support strategic initiatives across the product organization that strengthen experience quality, communication effectiveness, and cross-functional orchestration
- Monitor experience signals, member feedback, and adoption patterns to inform future prioritization and design direction
Required Qualifications

- 10+ years of experience in customer experience, member experience, digital experience, product experience, communications strategy, or related leadership roles
- Strong experience in healthcare, payor, digital product, or customer experience environments
- Proven ability to define strategic direction for experience across complex products or portfolios
- Experience integrating member communications, content strategy, or customer-facing messaging into broader experience and product strategy
- Demonstrated success leading highly matrixed work across product, design, marketing, and communications teams
- Strong strategic thinking and systems thinking skills, with the ability to connect journey-level decisions to portfolio-level impact
- Strong executive communication and stakeholder influence skills
- Ability to influence without direct ownership and drive alignment across multiple teams with different accountabilities
- Strong prioritization, organizational, and cross-functional leadership skills
Success Profile
The strongest candidates for this role will bring:
- A strong portfolio mindset around experience consistency and member clarity
- Deep appreciation for how communications shape the actual member experience
- The ability to connect product, experience, and communications into a single strategic narrative
- Strong judgment in balancing member needs, business priorities, and cross-functional realities
- Executive presence and the ability to set direction across a broad stakeholder set
- A disciplined, orchestration-oriented approach to turning complexity into aligned action
What Success Looks Like
- Member experiences are more consistent across the portfolio and easier to navigate
- Member communications are treated as a strategic part of the experience rather than a downstream deliverable
- Cross-functional teams have clearer direction on priorities, requirements, and sequencing tied to experience and communications
- Products are represented in ways that feel more connected, intuitive, and member-centered
- The broader product organization benefits from stronger experience coherence, clearer member messaging, and better cross-functional alignment

Education

Bachelor's degree preferred/specialized training/relevant professional qualification.

Pay Range

The typical pay range for this role is:

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.

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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.

Additional details about available benefits are provided during the application process and on Benefits Moments.

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