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 narratives and back them up using robust data and/or customer trends and insights
• 5+ years experience as a leader of a team of direct reports - with demonstrated skill in developing strategic and/or marketing talent
• Experience with and a deep understanding of platforms such as Adobe Journey Optimizer, Customer Journey Analytics, Adobe Experience Manager, Salesforce Marketing Cloud, and how they best operate within a tightly coordinated ecosystem
• Ability to work primarily EST hours

Preferred Qualifications
• Experience operating in executive-facing roles with direct exposure to senior leadership and decision forums
• Excellent written, verbal, and presentation communication skills
• Strong analytical, problem-solving, and strategic-thinking capabilities - with the ability to translate trends and data into compelling recommendations for change or enhancement
• Demonstrated expertise in CRM / Customer Retention / Loyalty Marketing strategic concepts and in supported related initiatives
• Experience aligning business strategy with technical architecture and data/analytics capabilities
• Experience influencing decisions and driving alignment among diverse stakeholder groups - from creative teams to data engineering
• Track record of driving organizational change, process improvement, and operating model transformation
• MBA

Education

Bachelor's Degree or equivalent work experience

Pay Range

The typical pay range for this role is:

$100,000.00 - $231,540.00

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.

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: 07/30/2026