Lead Director – Customer Journey & Martech Innovation

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

The Lead Director, Customer Journey & MarTech 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:

Strategic Planning and Initiative Leadership

• 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.

Data Analysis and Insight Generation

• 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.

Executive Reporting and Communications

• 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.

Cross-Functional Collaboration

• Partner with marketing, technology, analytics, operations, content, product, and engineering teams to align priorities, resolve dependencies, and accelerate delivery of strategic initiatives.

• Serve as a central point of coordination across business units to drive alignment, resolve dependencies, and ensure integrated execution.

• Build strong working relationships with senior leaders and subject matter experts across the organization to drive alignment and foster continuous support of the future vision.

Process Improvement and Governance

• Design and implement governance models, operating structures, decision frameworks, and accountability mechanisms to increase organizational effectiveness.

• Lead development of scalable processes and ways of working that improve efficiency, consistency, transparency, and speed-to-value across teams.

• Champion continuous improvement efforts by identifying process gaps and implementing solutions that improve efficiency and outcomes.

Required Qualifications

 • 8-10+ years of marketing and/or customer growth & strategy experience, with a demonstrated focus on analytical marketing and/or MarTech transformation

• 8-10+ years demonstrated experience in championing change within a large organization – able to size business cases and craft compelling, executive-ready narrat