Senior Manager, Digital Product Member Experience

Senior Manager Of Digital Member ExperienceAt CVS Health, we are building a world of health around every consumer and surrounding ourselves with dedicated colleagues who are passionate about transforming health care. We reach millions of Americans through our local presence, digital channels, and more than 300,000 purpose-driven colleagues caring for people where, when, and how they choose in a way that is uniquely more connected, more convenient, and more compassionate. And we do it all with heart, each and every day. Position Summary We are seeking a strategic and user-focused Senior Manager of Digital Member Experience to lead the evolution of our digital health and wellbeing platform. This role is critical in ensuring the product not only engages users but also drives meaningful and sustained improvements in their health and quality of life. The platform delivers individualized experiences grounded in evidence-based strategies across all domains of wellness, with a strong emphasis on physical health, chronic condition management, prevention, and overall wellbeing.Key ResponsibilitiesAs the primary owner of the final member experience, you will:Define & Champion the vision for the end-to-end member experience, leading cross-functional teams to ensure user flows, journeys, and engagement strategies reflect member needs and deliver meaningful outcomes.Serve as a key stakeholder in shaping product content strategy by providing user-centered input and feedback. Ensure that content within the product aligns with user expectations and experience goals, while respecting content and design constraints.Define how the product supports members for service (e.g., enabling operations with tools and processes to support users).Monitor and recommend feature sunset as appropriate.Work closely with the B2B team to align user experience with client expectations, enabling experiences that fulfill the optimal health improvement outcomes.Ensure legal, compliance, and regulatory concerns for users are accounted for in product features. Execute on user experience for legal, compliance, and regulatory B2B requirements.Minimum QualificationsThe minimum qualifications for this role include:710 years of experience in member experience, customer success, service design, or related roles.Proven track record of leading cross-functional initiatives that improve customer/member satisfaction and engagement.Strong understanding of B2C or B2B2C models, particularly in digital health, wellness, or benefits ecosystems.Experience designing or managing programs that drive behavior change, engagement, or satisfaction.Excellent communication, empathy-driven leadership, and stakeholder management skills.Preferred QualificationsPreferred qualifications for this role include:Experience working with health plan members, employer-sponsored benefits, or wellness program participants.Background in digital health platforms, member engagement tools, or customer journey mapping.Familiarity with Agile methodologies and comfort working with both proprietary and standard business tools (e.g., CRM systems, Microsoft Office, collaboration platforms).Experience using member feedback, NPS, or satisfaction data to inform strategy and continuous improvement.Exposure to behavioral science, human-centered design, or service design thinking.Understanding of ROI modeling or impact measurement for member-facing programs.Work EnvironmentThis is a fully remote role. While candidates may be located anywhere in the U.S., most key stakeholders and collaborators are based in the Eastern Time Zone. As such, candidates should be comfortable with a schedule that includes meetings starting as early as 9:00 AM ET. Occasional travel for internal meetings and industry conferences.EducationA bachelor's degree in a relevant fieldsuch as business, public health, behavioral sciences, health promotion, human-centered design, or a related disciplineis preferred. Equivalent industry experience in digital health, wellness, member engagement, or service design will also be considered.Pay RangeThe typical pay range for this role is: $67,900.00 - $199,144.00.Great Benefits For Great PeopleWe take pride in our comprehensive and competitive mix of pay and benefits investing in the physical, emotional, and financial wellness of our colleagues and their families to help them be the healthiest they can be. In addition to our competitive wages, our great benefits include:Affordable medical plan options, a 401(k) plan (including matching company contributions), and an employee stock purchase plan.No-cost programs for all colleagues including wellness screenings, tobacco cessation and weight management programs, confidential counseling, and financial coaching.Benefit solutions that address the different needs and preferences of our colleagues including paid time off, flexible work schedules, family leave, dependent care resources, colleague assistance programs, tuition assistance, retiree medical access, and many other benefits depending on eligibility.We anticipate the application window for this opening will close on 12/02/2025. Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state, and local laws. We are an equal opportunity and affirmative action employer. We do not discriminate in recruiting, hiring, promotion, or any other personnel action based on race, ethnicity, color, national origin, sex/gender, sexual orientation, gender identity or expression, religion, age, disability, protected veteran status, or any other characteristic protected by applicable federal, state, or local law.