AVP, Member Experience

Affirmed Rx is on a mission to improve health care outcomes by bringing clarity, integrity, and trust to pharmacy benefit management. We are committed to making pharmacy benefits easy to understand, straightforward to access and always in the best interest of employers and the lives they impact. We accomplish this by bringing total clarity to business practices, leading with clinical approaches, and utilizing state-of-the-art technology.

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The AVP, Member Experience is a senior leader responsible for defining and executing Affirme Rx’s strategy for digital and technology-enabled member experiences. This role oversees how members engage with the organization across digital channels, including the member app, portal, chat, email, telephony, and self-service tools, while driving a long-term roadmap that improves access to medications and overall member engagement. The AVP is accountable for key digital experience outcomes, including adoption, self-service effectiveness, resolution rates, and member satisfaction.

Working primarily through influence, the role partners closely with Product, IT, and Patient Experience leadership to ensure digital and human support channels operate as a seamless experience for members. The AVP also collaborates with Clinical, Operations, Client Management, Sales, and Marketing teams to align digital solutions with business objectives, client needs, and growth strategies.

• Set and own the digital member experience strategy and multi-year roadmap, aligned to Affirme Rx’s growth plan and client commitments
• Serve as the voice of the member in technology decisions, ensuring member insight shapes product priorities, platform investments, and feature design
• Establish digital experience standards, governance, and a cross-functional prioritization framework for member-facing technology
• Present digital experience performance, roadmap, and investment recommendations to the VP, Member Optimization and senior leadership
• Serve as business owner for member-facing platforms, including the member app, member portal, CRM, IVR and telephony, chat and messaging, and Voice of Customer tools
• Define business requirements, user stories, and acceptance criteria, and partner with Product and IT through design, build, testing, and release
• Lead user acceptance testing and release readiness for member-facing enhancements, ensuring quality, accessibility, and compliance with HIPAA and other applicable requirements
• Oversee the integrations and data flows that power the member experience, such as eligibility, claims, drug pricing, and pharmacy data, partnering with IT to resolve defects affecting members
• Lead the evaluation, selection, and implementation of member experience vendors and platforms, and hold vendors accountable for performance against contractual commitments

• Design digital navigation tools that help members find lower-cost medications and pharmacies, understand coverage and pricing, track prior authorization status, and enroll in clinical programs
• Expand self-service capabilities that reduce avoidable contacts and increase digital resolution
• Partner with the AVP, Patient Experience to design seamless handoffs between digital channels and Patient Care Advocates, and to equip advocates with the right tools, such as the agent desktop and knowledge base
• Lead journey mapping, usability testing, service design, and continuous improvement efforts that reduce member friction

• Own the digital member experience scorecard (digital adoption, app and portal engagement,…