Executive Director, Member Experience - Meritain Health

CVS Health•Hartford, CT

About The Position

Meritain Health, an Aetna Company, is a third-party administrator (TPA) primarily serving self-funded employers. We are one of the nation’s largest administrators of health benefits. Meritain Health offers the resources of a national carrier and the unmatched flexibility and service of an independent, local administrator and includes our Pharmacy Benefits Manager. Meritain Health is seeking an Executive Director, Member Experience to lead and enhance the end-to-end member experience. This role will focus on ensuring members can access high-quality care through a seamless, intuitive journey. The Executive Director will partner closely with Member Services, Marketing, Digital, and other cross-functional teams to design and deliver an integrated member experience grounded in strong consumer insights and modern service expectations.

Requirements

10+ years of experience within healthcare services organizations, with expertise spanning areas such as strategy, product, operations, executive communications, and change management.
5–7 years of experience in member-facing roles across healthcare, insurance, benefits, or related industries.
Demonstrated high emotional intelligence (EQ), with the ability to build trust, navigate sensitive situations, and effectively communicate across all levels.
Proven ability to adapt to changing priorities and thrive in a fast-paced, collaborative environment.
Strong creative problem-solving skills, with a track record of delivering results and meeting objectives, including in resource-constrained environments.
Ability to manage multiple priorities and complex, cross-functional projects within large or matrixed organizations while maintaining attention to detail.
Proven track record of driving results, influencing stakeholders, and improving service or member experience workflows.
Excellent communication skills, including the ability to translate member needs into actionable requirements.
Proactive, self-starter mindset with a focus on continuous improvement and initiative.
Bachelor’s degree required (Business, Marketing, Communications, Healthcare Administration, or related field).

Nice To Haves

Experience in Marketing or Digital Marketing, ideally with a focus on customer/consumer experience.
Background in the healthcare industry, including familiarity with member benefits, navigation, or digital healthcare tools.
Experience working with or supporting digital product teams, customer journey mapping, or service experience design.
Demonstrate situational awareness by accurately interpreting interpersonal dynamics, unspoken concerns, and organizational context, and adjusting approach to maintain engagement, build alignment, and drive productive discussions.

Responsibilities

Set the strategic direction for member experience by leveraging deep consumer and member insights to inform enterprise service design and engagement models.
Translate member intelligence and market trends into an integrated, scalable service framework that drives long-term engagement, satisfaction, and loyalty.
Serve as a strategic partner to Digital leadership, shaping the vision and roadmap for the member portal and related digital capabilities.
Ensure digital platforms and tools align with leading-edge experience standards, enterprise objectives, and evolving consumer expectations.
Champion a member-centric mindset across the organization, influencing cross-functional priorities and decisions to deliver a cohesive, differentiated experience.
Establish a clear, integrated roadmap for evolving the member experience over the next 3–5 years.