Lead Director, Business Change Management

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.

Role Summary

The Lead Director, Business Change Management is the leader responsible for strategy, governance, and scalable adoption of change across not only the Connected PBM Ecosystem program but other enterprise programs. This role builds and owns the PBM-specific change management playbook, establishes rigorous standards for readiness, communications, training, and stakeholder engagement, and drives measurable adoption as solutions roll out across the Connected PBM Ecosystem and other programs.

Why This Role Now

As Connected PBM Ecosystem accelerates delivery, upstream/downstream solution impacts and release cadence require a repeatable, PBM‑specific change approach that complements enterprise change efforts and integrates with program governance. The Lead Director will institutionalize that approach, including release readiness (“release cards”), stakeholder impact documentation, and release dependencies across teams.

Key Responsibilities

Strategy & Governance

• A strategic leader who defines a clear vision and operating model for a high‑performing Change Management function, one that effectively supports a critical enterprise‑level program while also scaling to enable transformational change across the broader PBM organization.
• Define and maintain the PBM Change Management Playbook, aligned to market practices such as ACMP’s method‑neutral standard (evaluate readiness, formulate strategy, develop plans, execute, and close), and ensure scalability across the Connected PBM Ecosystem program and the broader PBM organization.
• Establish governance routines (steering/decision forums, release readiness checkpoints, risk/issue escalation) and integrate with PMO/EPMO processes for portfolio visibility, prioritization, and benefits realization.

Design & Delivery

• Lead end‑to‑end change strategies for solution releases (case for change, change story, stakeholder mapping, impact assessment, risk assessment, comms plan, training, reinforcement), grounded in various change management frameworks like ADKAR (Awareness, Desire, Knowledge, Ability, Reinforcement)
• Apply fit for purpose change accelerator frameworks like Kotter’s leadership accelerators (urgency, guiding coalition, short‑term wins, sustain acceleration) to mobilize sponsors and informal influencers across business and technology.
• Adopt PBM-relevant frameworks (e.g., APQC process views) and release artifacts to clarify scope, boundaries, and downstream impacts; codify “executive committee” engagement for early alignment and buy‑in.
• Develops and leads a clear post‑launch support framework to monitor effectiveness, ensure seamless transitions, and enable rapid issue resolution.

Measurement & Outcomes

• Define people‑side KPIs and dashboards (adoption, utilization, proficiency, time‑to‑adoption, sentiment/readiness, change rejection rate, training completion, and reinforcement durability) and tie them to program objectives and ROI.
• Report short‑term wins and cumulative adoption progress per release; course‑correct via data‑driven insights (readiness heatmaps, resistance prediction).

Stakeholder Engagement & Communications

• Operationalize a multi‑channel communications plan tailored to sponsors, people managers, and frontline users; enable two‑way feedback loops for transparency and continuous improvement.
• Partner with solution owners and business support leads to align changes with client‑facing experiences and internal operating behaviors.

Capability Building

• Stand up and develop an internal change capability (playbook, toolkits, templates, training, coaching) to anchor recommendations from external consulting groups and scale PBM adoption practices enterprise‑wide.
• Cultivates a continuous‑improvement culture that drives high‑quality outcomes and accelerates the adoption of sustained behavior change across the organization.

Team Leadership & Vendor Management

• Lead a team to execute day‑to‑day change activities. Manage consulting partners selectively when needed.

Required Qualifications

• 10+ years leading enterp