Senior Manager, Commercial Product Member Experience

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

Sr. Manager, Member Experience is responsible for supporting execution of member experience initiatives for new and enhanced payor-focused products and capabilities. This individual contributor role partners across product, design, marketing, and communications teams to help translate experience strategy into coordinated plans, member-facing communications, journey improvements, and aligned execution. The role is accountable for driving progress across a defined scope of work, helping ensure that member experiences are clear, connected, and consistent across products and interactions.

_The position may be remote or hybrid anywhere in the US depending on candidate location and commute to a hub location_**

Key Responsibilities

• Support execution of member experience initiatives across new and existing payor-focused products and capabilities

• Partner with product, design, marketing, and communications teams to translate experience direction into coordinated plans and execution activities

• Help drive consistency in member-facing experiences, communications, and interaction patterns across assigned products or initiatives

• Coordinate deliverables, timelines, stakeholder communications, and dependencies related to member experience work

• Develop recommendations for experience improvements, communication priorities, and execution needs based on product, journey, and member context

• Support development of member-facing communications, journey materials, presentations, FAQs, and related resources in partnership with accountable teams

• Track readiness, dependencies, and follow‑up actions to help ensure experience initiatives are organized and effectively executed

• Identify opportunities to improve how members understand, navigate, and engage with products and capabilities across assigned work

• Support broader product organization initiatives tied to member experience quality, communication effectiveness, and cross-functional coordination

Required Qualifications

• 7+ years of experience in customer experience, member experience, digital experience, product experience, communications, and/or completion of General Management Development Program (GMDP) or any Leadership Development Program with related experience

• Experience supporting healthcare, payor, digital product, or customer experience initiatives

• Ability to translate experience direction into coordinated plans, communication support, and execution activities

• Experience working across product, design, marketing, and communications in a matrixed environment

• Strong written and verbal communication skills, including experience developing or coordinating customer‑facing materials

• Strong project management, prioritization, and organizational skills

• Ability to operate independently, manage multiple priorities, and drive follow‑through across stakeholders

• Strong judgment and attention to detail in fast‑moving, cross‑functional work

Success Profile

The strongest candidates for this role will bring:

• A practical, execution‑oriented mindset

• Strong coordination and follow‑through across multiple teams

• Good judgment in turning direction into organized action

• Clear communication and strong attention to detail

• Comfort operating independently without formal authority

• A strong appreciation for how communications and experience details shape…