Lead Director, Commercial Member Experience

CVS Health • Hartford, CT

3d • Remote

About The Position

We’re building a world of health around every individual — shaping a more connected, convenient and compassionate health experience. At CVS Health®, you’ll be surrounded by passionate colleagues who care deeply, innovate with purpose, hold ourselves accountable and prioritize safety and quality in everything we do. Join us and be part of something bigger – helping to simplify health care one person, one family and one community at a time. 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

Requirements

• 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

Nice To Haves

• 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

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

Benefits

• medical
• dental
• vision coverage
• paid time off
• retirement savings options
• wellness programs

What This Job Offers

• Job Type: Full-time
• Career Level: Director