Senior Manager, Digital Product Member Experience

At CVS Health, we’re building a world of health around every consumer and surrounding ourselves with dedicated colleagues who are passionate about transforming health care.

As the nation’s leading health solutions company, 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 Responsibilities

As 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.
• Product Content Alignment: 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.
• In-Production User Support Model: Define how the product supports members for service (e.g., enabling operations with tools and processes to support users).
• Optimization of User Feature Adoption & Engagement Trends: Monitor and recommend feature sunset as appropriate.
• Collaborate with B2B Team: Work closely with the B2B team to align user experience with client expectations, enabling experiences that fulfill the optimal health improvement outcomes.
• Ensure Compliance: 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.

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Minimum Qualifications

• 7–10 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 Qualifications

• 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 Environment

• This 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

Education

A bachelor’s degree in a relevant field—such as business, public health, behavioral sciences, health promotion, human-centered design, or a related discipline—is preferred. Equivalent industry experience in digital health, wellness, member engagement, or service design will also be considered.

Pay Range

The typical pay range for this role is:

$67,900.00 - $199,144.00

This pay range represents the base hourly rate or base annual full-time salary for all positions in the job grade within which this position falls.  The actual base salary offer will depend on a variety of factors including experience, education, geography and other relevant factors.  This position is eligible for a CVS Health bonus, commission or short-term incentive program in addition to the