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.