AVP, Member Experience

Responsibilities

• Set and own the digital member experience strategy and multi-year roadmap aligned to growth plans
• Serve as the business owner for member-facing platforms including the app, portal, CRM, IVR, and telephony
• Define business requirements, user stories, and acceptance criteria for product and IT teams
• Design digital navigation tools to help members find lower-cost medications and track prior authorizations
• Own the digital member experience scorecard, tracking adoption, CSAT, NPS, and contact deflection
• Demonstrate digital capabilities to clients, benefits consultants, and prospects during sales pursuits
• Lead complex, cross-functional digital initiatives and change management for new capabilities

Requirements

• Bachelor's degree in Business, Healthcare Administration, Information Systems, or related field
• 15+ years of progressive experience in digital experience, member/customer experience, or healthcare technology
• Required experience in Pharmacy Benefit Management (PBM), pharmacy benefits, or health plans
• Proven experience as an executive sponsor for member-facing technology platforms
• Strong technical aptitude in agile product development and system integrations
• Ability to lead and influence cross-functional leaders without direct authority

Preferred Qualifications

• Advanced degree
• Certified Customer Experience Professional (CCXP) credential

Benefits

• Competitive compensation
• Health, dental, and vision insurance

About the Company

AffirmedRx is on a mission to improve health care outcomes by bringing clarity, integrity, and trust to pharmacy benefit management, utilizing state-of-the-art technology to make benefits easy to understand and access.