Senior Manager, Digital Product Member Experience at CVS Health

New York, New York, United States

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Not SpecifiedCompensation

Senior (5 to 8 years), Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

Healthcare, Digital HealthIndustries

Requirements

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
Bachelor’s degree in a relevant field—such as business, public health, behavioral sciences, health promotion, human-centered design, or related

Responsibilities

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
Serve as a key stakeholder in shaping product content strategy by providing user-centered input and feedback; ensure content aligns with user expectations and experience goals, while respecting content and design constraints
Define the in-production user support model (e.g., enabling operations with tools and processes to support users)
Monitor and recommend optimization of user feature adoption & engagement trends, including feature sunset as appropriate
Collaborate with B2B Team to align user experience with client expectations, enabling experiences that fulfill optimal health improvement outcomes
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

Skills

Key technologies and capabilities for this role

Digital Product ManagementUser Experience DesignProduct StrategyCross-functional LeadershipUser EngagementHealth PlatformContent StrategyFeature OptimizationUser JourneysWellness PlatformsChronic Condition ManagementB2B Collaboration

Questions & Answers

Common questions about this position

What experience is required for the Senior Manager, Digital Product Member Experience role?

The role requires 7–10 years of experience in member experience, customer success, service design, or related roles, along with a proven track record of leading cross-functional initiatives that improve customer/member satisfaction and engagement.

What are the preferred qualifications for this position?

Preferred qualifications include experience working with health plan members, employer-sponsored benefits, or wellness program participants, as well as a background in relevant areas.

Is this a remote position or does it require office work?

This information is not specified in the job description.

What is the salary or compensation for this role?

This information is not specified in the job description.

What skills make a strong candidate for this Senior Manager role?

Strong candidates will have a strong understanding of B2C or B2B2C models in digital health, experience designing programs that drive behavior change and engagement, and excellent communication, empathy-driven leadership, and stakeholder management skills.

CVS Health

Comprehensive pharmacy and healthcare services

About CVS Health

CVS Health operates a large network of retail pharmacies and walk-in medical clinics across the United States, providing a variety of health-related products and services. Their offerings include prescription medications, over-the-counter health products, and beauty items, as well as pharmacy benefits management and specialty pharmacy services. CVS Health's integrated business model allows them to serve individual consumers, businesses, and communities effectively, with a focus on improving health outcomes and reducing healthcare costs. Unlike many competitors, CVS Health combines pharmacy services with medical care, making it easier for patients to access quality healthcare. The company's goal is to enhance access to healthcare and support individuals in achieving better health.

Woonsocket, Rhode IslandHeadquarters

1963Year Founded

DEBTCompany Stage

Healthcare, Consumer GoodsIndustries

10,001+Employees

Benefits

Health Insurance

Dental Insurance

Vision Insurance

Life Insurance

Disability Insurance

401(k) Retirement Plan

Company Equity

Wellness Program

Professional Development Budget

Paid Vacation

Paid Holidays

Risks

Legal challenges related to opioid prescriptions could harm CVS's reputation and finances.

The DOJ's intervention in a whistleblower lawsuit may increase legal costs for CVS.

The Horizon Organic Milk recall exposes potential vulnerabilities in CVS's supply chain.

Differentiation

CVS Health operates over 9,600 retail pharmacies and 1,100 walk-in clinics nationwide.

The company integrates pharmacy benefits management with specialty pharmacy services for comprehensive care.

CVS Health offers tailored medication plans through personalized medicine and pharmacogenomics.

Upsides

Expansion of telehealth services allows CVS to reach more patients remotely.

Increased consumer interest in wellness boosts demand for CVS's health-related products.

The trend towards value-based care aligns with CVS's integrated healthcare approach.

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