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AVP, Member Experience

1 hour, 18 minutes ago
Anywhere
Full-time
Executive
Product Manager
Product Management
CRM HIPAA
Apply Now
AffirmedRx

AffirmedRx

AffirmedRx is a pharmacy benefit management company dedicated to enhancing healthcare outcomes through integrity, clarity, and trust. They prioritize making pharmacy benefits easy to understand, accessible, and aligned with the best interests of employ...

Insurance
1-10
View All Jobs 6

Description

  • Own the digital member experience strategy, multi-year roadmap, governance, and prioritization framework.
  • Serve as business owner for member-facing platforms, including apps, portals, CRM, IVR, telephony, chat, messaging, and Voice of Customer tools.
  • Define requirements and partner with Product and IT through design, development, testing, release, and defect resolution.
  • Lead user acceptance testing, release readiness, accessibility, HIPAA compliance, integrations, and vendor performance.
  • Design digital navigation and self-service tools that improve medication access, pricing transparency, coverage understanding, and digital resolution.
  • Lead journey mapping, usability testing, service design, and continuous improvement initiatives.
  • Own digital experience metrics, including adoption, engagement, self-service resolution, contact deflection, CSAT, NPS, and CES.
  • Use analytics and member feedback to identify improvement opportunities, build investment cases, and measure business value.
  • Demonstrate digital capabilities to clients and prospects and support implementations, renewals, and client-specific configurations.
  • Lead cross-functional digital initiatives, change management, member communications, advocate training, and organizational adoption.

Requirements

  • Bachelor’s degree in Business, Healthcare Administration, Information Systems, or a related field; advanced degree preferred.
  • 15+ years of progressive experience in digital experience, customer or member experience, product, or healthcare technology.
  • Experience in PBM, pharmacy benefits, health plans, healthcare navigation, or a related healthcare environment.
  • Experience owning or sponsoring member-facing technology platforms such as apps, portals, CRM, IVR, telephony, chat, and Voice of Customer tools.
  • Strong technical aptitude in business requirements, agile product development, user acceptance testing, system integrations, and vendor implementations.
  • Track record of increasing digital adoption and self-service with measurable improvements in NPS, CSAT, or comparable metrics.
  • Strong analytical skills using data, Voice of Customer insights, and journey analytics.
  • Ability to lead complex cross-functional initiatives and influence stakeholders without direct authority.
  • Excellent communication and presentation skills with clients, benefits consultants, and senior leaders.
  • Certified Customer Experience Professional (CCXP) credential preferred.

Benefits

  • Competitive compensation.
  • Health, dental, vision, and other benefits.
  • Opportunity to influence change in pharmacy benefit management and improve patient outcomes.
  • Collaborative culture focused on employee and organizational success.
  • Remote work environment, with expectations for a professional and distraction-free workspace.

Interested in this position?

Apply directly on the company website

Apply Now

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