Director - Patient Digital Experience & Innovation - Accredo

Cigna Healthcare•St. Louis, MO

About The Position

The Director, Specialty Pharmacy Patient Digital Experience & Innovation leads Accredo’s digital product strategy and delivery across all patient-facing channels, including the website, mobile app, chat, SMS, IVR, and conversational AI. This role ensures experiences are cohesive, simple, measurable, compliant, and valuable to the enterprise. This leader manages and develops a high-performing team while serving as initiative owner and strategic stakeholder, driving enterprise priorities through strong collaboration, governance, stakeholder alignment, and executive-ready communication. The role drives cross-functional initiatives to modernize end‑to‑end patient journeys, aligning stakeholders on problems and solutions and effectively partnering with Operations, Account Teams, and Pharmacy Practice. The Director is accountable for KPI instrumentation, using insights to guide prioritization, ROI storytelling, and portfolio investment decisions. Finally, the role partners closely with Technology and Finance to lead digital portfolio planning and annual budget inputs, including lean business cases and enterprise planning cycles.

Requirements

Bachelor’s degree in related field or equivalent work experience; Master’s degree preferred
8+ years of relevant work experience in product management, marketing, product development, sales and/or significant cross-functional project based experience
People leadership experience
Excellent communication skills, including written, presentation, and documentation
Advanced problem solving skills with ability to work cross-functionally to resolve issues and generate results among potentially conflicting constituencies
Ability to work towards specific deliverables within an environment of tight deadlines
Data analysis and reporting skills; basic financial analysis skills
Ability to handle complex analysis from issue identification to proposal of potential solutions
Strong knowledge and continued interest in the latest digital and web trends
Able to effectively use AI-assisted work (and not AI work avoidance)
Willingness to share opinions and take risk
Proven ability to create business cases related to new products and functionality
Ability to develop and model hypotheses and conclusions while identifying assumptions.
Demonstrated project management skills, with the ability to manage multiple complex projects simultaneously without compromising quality.
Ability to travel

Nice To Haves

Knowledge of specialty pharmacy industry preferred

Responsibilities

Builds, manages, and develops a high-performing team, setting clear priorities, coaching performance, and fostering a culture of accountability, collaboration, and continuous improvement.
Leads Accredo’s patient digital strategy and delivery across web/app and supporting digital touchpoints, ensuring solutions are measurable, compliant, and operationally valuable.
Owns portfolio planning for Accredo Digital Technology investment and annual budget inputs, partnering with Technology/Finance to shape funding recommendations across the digital + enterprise roadmaps.
Develops and socializes Lean Business Case inputs to support enterprise planning cycles and prioritization decisions for digital solution delivery.
Leads stakeholder alignment to champion patient-facing experience changes are simple and aligned, working across Operations, Technology, Marketing/Comms, Legal/Privacy, Sales/Account teams, and external partners, to help refine messaging and reduce confusion
Drives cross-functional enterprise portfolio initiatives end-to-end—both as initiative owner or key stakeholder—to deliver strategic priorities and outcomes across patient experience, operational efficiency, and technology modernization.
Provides executive-ready communication and materials for leadership readouts (e.g., portfolio slides, roadmap updates, and QBR-ready narratives).
Uses data to guide prioritization, investment decisions, and ROI storytelling.
Models strong innovation leadership behaviors by promoting early adoption, being a user and consumer of AI- and digital-first experiences and rethinking current-state to enable net-new patient and pharmacy value.
Guides risk/issue awareness tied to digital experience and specialty pharmacy continuity, collaborating with technical partners when incidents, outages, or service degradations impact digital channels and the patient experience.