POSITION SUMMARY:The Director, PBS Member Experience is responsible for leading the design, delivery, and ongoing performance of member experiences across Pharmacy Benefit Services (PBS). This leader translates the PBS Member Experience strategy into executable roadmaps, delivering digital experiences and member communications that reduce member effort, improve transparency, and support better health outcomes.
The Director owns a defined portfolio of member experience products and capabilities - spanning web and mobile experiences, member communications, open enrollment, and supporting technology builds - and is accountable for delivery quality, timeliness, and measurable experience outcomes. This role partners daily with Product, Technology, Operations, Clinical, Account Management, Marketing, and Client teams to move work from intake through execution.
Positioned as a hands-on execution leader, this role converts strategic direction into prioritized work, manages cross-functional dependencies, resolves delivery obstacles, and leads a team of product managers, advisors, and experience strategists.
ESSENTIAL FUNCTIONS:Portfolio Delivery & Execution- Translate the PBS Member Experience vision and multi-year roadmap into prioritized, executable plans with clear owners, milestones, and success measures.
- Own end-to-end delivery of assigned member experience products and capabilities, including digital experiences, member communications, and associated technology builds.
- Manage the member experience intake pipeline - evaluating requests, determining path forward, and ensuring work is appropriately scoped, sequenced, and resourced.
- Partner with Business Process Owners and Technology on requirements, prioritization, and release planning to ensure experience needs are represented in product builds.
- Identify and remove delivery obstacles, escalating risks and trade-off decisions with clear recommendations.
Member Experience & Product Management- Accountable for the performance and outcomes of assigned member experience products, capabilities, and programs.
- Apply data, analytics, member feedback, and operational insights to continuously optimize journeys and reduce friction.
- Partner with Product and Technology teams to deliver digital capabilities, personalization, AI-enabled experiences, and self-service solutions.
- Ensure member experience standards, journey thinking, and content quality are embedded in product development and enhancement efforts.
- Support client-specific and custom experience builds, balancing tailored needs against book-of-business scalability.
Cross-Functional Partnership- Align and influence partners across Product, Technology, Operations, Contact Center, Clinical, Sales, Account Management, Implementation, and Marketing to deliver connected experiences.
- Lead working sessions, governance forums, and prioritization discussions that keep cross-functional work moving.
- Partner with operational and service teams to surface pain points, resolve systemic issues, and improve member and client outcomes.
- Drive readiness, enablement, and adoption for new member-facing capabilities across internal stakeholder groups.
- Represent PBS Member Experience in internal forums and, as needed, in client and account team discussions.
Metrics & Continuous Improvement- Define, track, and report on experience and delivery metrics including member satisfaction, member effort, digital engagement, adoption, and issue resolution.
- Use qualitative and quantitative insights to identify opportunities, size impact, and inform prioritization.
- Establish repeatable processes, standards, and controls that improve quality and speed of delivery.
- Foster a culture of continuous improvement, experimentation, and accountability within the team.
People Leadership- Lead, coach, and develop a team of product managers, advisors, and experience strategists.
- Set clear goals and expectations, provide ongoing feedback, and support career growth and development planning.
- Build an inclusive, collaborative environment that encourages innovation and cross-team partnership.
- Ensure the team has the capabilities, processes, and governance needed to support current and future business objectives.
IDEAL CANDIDATES WILL HAVE A COMBINATION OF THE FOLLOWING:- Bachelor's degree; MBA or advanced degree preferred.
- 8+ years of progressive experience in Product Management, Member Experience, Customer Experience, Digital Transformation, Healthcare Strategy, or related disciplines.
- 3+ years of people leadership experience, including coaching and developing individual contributors.
- Demonstrated success delivering complex, cross-functional initiatives with measurable business and customer outcomes.
- Strong working knowledge of customer/member experience practices, journey design, product management, and experience optimization.
- Proven ability to influence and align partners across a complex, matrixed organization.
- Ability to translate strategy into execution and operate effectively across both planning and delivery.
- Strong analytical skills with experience using data to inform decisions and prioritize work.
- Excellent communication, storytelling, presentation, and stakeholder management skills.
- Experience with digital experiences, self-service capabilities, AI-enabled solutions, and omnichannel engagement strategies preferred.
- Knowledge of PBM, healthcare, pharmacy, or payer industry strongly preferred.
If you will be working at home occasionally or permanently, the internet connection must be obtained through a cable broadband or fiber optic internet service provider with speeds of at least 10Mbps download/5Mbps upload.
For this position, we anticipate offering an annual salary of 155,300 - 258,800 USD / yearly, depending on relevant factors, including experience and geographic location.
This role is also anticipated to be eligible to participate in an annual bonus and long term incentive plan.
At The Cigna Group, you'll enjoy a comprehensive range of benefits, with a focus on supporting your whole health. Starting on day one of your employment, you'll be offered several health-related benefits including medical, vision, dental, and well-being and behavioral health programs. We also offer 401(k), company paid life insurance, tuition reimbursement, a minimum of 18 days of paid time off per year, paid holidays, and leaves of absence. For more details on our employee benefits programs, click here.
