Lead Director – Customer Journey & Martech Innovation
Listed on 2026-07-29
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Business
Change Management, Corporate Strategy, Business Analyst -
Management
Change Management, Corporate Strategy, Business Analyst
Position Summary
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.
The Lead Director, Customer Journey & Mar Tech Innovation serves as a strategic marketing and business transformation leader responsible for driving large-scale customer engagement and omnichannel communication initiatives within the Pharmacy and Consumer Wellness (PCW) organization of CVS Health.
This role operates at the intersection of strategy, operations, and execution—leading a large cross‑functional program, shaping marketing roadmaps, and enabling executive decision‑making through structured insights, communications, and governance.
As the leader of a small team of direct reports within the CRM Marketing function, this role is accountable for translating organizational priorities into actionable programs, aligning stakeholders across marketing, technology, analytics, and operations, and ensuring delivery of scalable, customer‑centric capabilities that deliver material incremental value for the customer and company.
Responsible for:- Lead development of large-scale customer engagement and omnichannel communication strategies, translating long‑term vision into actionable roadmaps and phased implementation plans.
- Define strategic priorities, operating models, and governance structures for complex transformation programs spanning marketing, analytics, technology, operations, and business stakeholders.
- Establish program objectives, success metrics, business value frameworks, and milestone‑based execution plans to support executive decision‑making and investment prioritization
- Drive strategic planning cycles (e.g., annual strategy, mid‑year reviews, capital planning), including scenario development and prioritization of initiatives.
- Translate complex marketing, technical, and financial concepts into clear strategic narratives for executive stakeholders.
- Lead development of large-scale customer engagement and omnichannel communication strategies, translating long‑term vision into actionable roadmaps and phased implementation plans.
- Define strategic priorities, operating models, and governance structures for complex transformation programs spanning marketing, analytics, technology, operations, and business stakeholders.
- Establish program objectives, success metrics, business value frameworks, and milestone‑based execution plans to support executive decision‑making and investment prioritization
- Drive strategic planning cycles (e.g., annual strategy, mid‑year reviews, capital planning), including scenario development and prioritization of initiatives.
- Translate complex marketing, technical, and financial concepts into clear strategic narratives for executive stakeholders.
- Leverage customer, marketing, operational, and technology insights to refine use cases, optimize journeys, and improve effectiveness of customer engagement initiatives.
- Develop value frameworks and financial impact analysis (e.g., incremental margin, customer engagement lift) to support decision‑making and prioritization
- Assess program risks, dependencies, resource requirements, and execution readiness to support informed leadership decisions.
- Produce executive‑level presentations, steering committee materials, strategic narratives, status updates, business cases, and decision‑support documentation for senior leadership audiences.
- Lead development of executive summaries, business cases, and narrative decks to communicate strategy, progress, risks, and recommendations.
- Translate complex technical, operational, and analytical concepts into clear, business‑focused communications tailored to executive stakeholders.
- Partner with marketing, technology,…
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