Executive Director, Member Experience - Meritain Health
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 Meritain Health, an Aetna Company, is a third-party administrator (TPA) primarily serving self-funded employers. We are one of the nation’s largest administrators of health benefits. Meritain Health offers the resources of a national carrier and the unmatched flexibility and service of an independent, local administrator and includes our Pharmacy Benefits Manager. Meritain Health is seeking an Executive Director, Member Experience to lead and enhance the end-to-end member experience. This role will focus on ensuring members can access high-quality care through a seamless, intuitive journey. The Executive Director will partner closely with Member Services, Marketing, Digital, and other cross-functional teams to design and deliver an integrated member experience grounded in strong consumer insights and modern service expectations.
Key Responsibilities
Set the strategic direction for member experience by leveraging deep consumer and member insights to inform enterprise service design and engagement models. Translate member intelligence and market trends into an integrated, scalable service framework that drives long-term engagement, satisfaction, and loyalty. Serve as a strategic partner to Digital leadership, shaping the vision and roadmap for the member portal and related digital capabilities. Ensure digital platforms and tools align with leading-edge experience standards, enterprise objectives, and evolving consumer expectations. Champion a member-centric mindset across the organization, influencing cross-functional priorities and decisions to deliver a cohesive, differentiated experience. Establish a clear, integrated roadmap for evolving the member experience over the next 3–5 years.
Qualifications
The candidate will have a strong work ethic, be a self-starter, and be able to be highly productive in a dynamic, collaborative environment. This position offers broad exposure to all aspects of the company’s business, as well as significant interaction with all the business leaders. The candidate will be expected to have the following key attributes: 10+ years of experience within healthcare services organizations, with expertise spanning areas such as strategy, product, operations, executive communications, and change management. 5–7 years of experience in member-facing roles across healthcare, insurance, benefits, or related industries. Demonstrated high emotional intelligence (EQ), with the ability to build trust, navigate sensitive situations, and effectively communicate across all levels. Proven ability to adapt to changing priorities and thrive in a fast-paced, collaborative environment. Strong creative problem-solving skills, with a track record of delivering results and meeting objectives, including in resource-constrained environments. Ability to manage multiple priorities and complex, cross-functional projects within large or matrixed organizations while maintaining attention to detail. Proven track record of driving results, influencing stakeholders, and improving service or member experience workflows. Excellent communication skills, including the ability to translate member needs into actionable requirements. Proactive, self-starter mindset with a focus on continuous improvement and initiative.
Preferred Qualifications
Experience in Marketing or Digital Marketing, ideally with a focus on customer/consumer experience. Background in the healthcare industry, including familiarity with member benefits, navigation, or digital healthcare tools. Experience working with or supporting digital product teams, customer journey mapping, or service experience design. Demonstrate situational awareness by accurately interpreting interpersonal dynamics, unspoken concerns, and organizational context, and adjusting approach to maintain engagement, build alignment, and drive productive discussions. Education Bachelor’s degree required (Business, Marketing, Communications, Healthcare Administration, or related field). Pay Range The typical pay range for this role is: $131,500.00 - $303,195.00 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 base pay range listed above. This position also includes an award target in the company’s equity award program. Our people fuel our future. Our teams reflect the customers, patients, members and communities we serve and we are committed to fostering a workplace where every colleague feels valued and that they belong. Great benefits for great people We take pride in offering a comprehensive and competitive mix of pay and benefits that reflects our commitment to our colleagues and their families. This full‑time position is eligible for a comprehensive benefits package designed to support the physical, emotional, and financial well‑being of colleagues and their families. The benefits for this position include medical, dental, and vision coverage, paid time off, retirement savings options, wellness programs, and other resources, based on eligibility. Additional details about available benefits are provided during the application process and on Benefits Moments. We anticipate the application window for this opening will close on: 05/31/2026 Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state and local laws. Apply To This Job