[Hiring] AVP, Member Experience @AffirmedRx, PBC

Role Description

The AVP, Member Experience is a senior leader responsible for defining and executing AffirmedRx’s strategy for digital and technology-enabled member experiences. This role oversees how members engage with the organization across digital channels, including the member app, portal, chat, email, telephony, and self-service tools, while driving a long-term roadmap that improves access to medications and overall member engagement. The AVP is accountable for key digital experience outcomes, including adoption, self-service effectiveness, resolution rates, and member satisfaction.

• Set and own the digital member experience strategy and multi-year roadmap, aligned to AffirmedRx’s growth plan and client commitments.
• Serve as the voice of the member in technology decisions, ensuring member insight shapes product priorities, platform investments, and feature design.
• Establish digital experience standards, governance, and a cross-functional prioritization framework for member-facing technology.
• Present digital experience performance, roadmap, and investment recommendations to the VP, Member Optimization and senior leadership.
• Serve as business owner for member-facing platforms, including the member app, member portal, CRM, IVR and telephony, chat and messaging, and Voice of Customer tools.
• Define business requirements, user stories, and acceptance criteria, and partner with Product and IT through design, build, testing, and release.
• Lead user acceptance testing and release readiness for member-facing enhancements, ensuring quality, accessibility, and compliance with HIPAA and other applicable requirements.
• Oversee the integrations and data flows that power the member experience, such as eligibility, claims, drug pricing, and pharmacy data, partnering with IT to resolve defects affecting members.
• Lead the evaluation, selection, and implementation of member experience vendors and platforms, and hold vendors accountable for performance against contractual commitments.
• Design digital navigation tools that help members find lower-cost medications and pharmacies, understand coverage and pricing, track prior authorization status, and enroll in clinical programs.
• Expand self-service capabilities that reduce avoidable contacts and increase digital resolution.
• Partner with the AVP, Patient Experience to design seamless handoffs between digital channels and Patient Care Advocates.
• Lead journey mapping, usability testing, service design, and continuous improvement efforts that reduce member friction.
• Own the digital member experience scorecard (digital adoption, app and portal engagement, self-service resolution, contact deflection, digital CSAT and NPS, and CES), set targets, and drive accountability for results across functions.
• Use analytics, Voice of Customer feedback, and behavioral data to identify root causes, trends, and improvement opportunities.
• Build business cases for digital investments and measure their return, including impact on cost-to-serve and client value.
• Monitor digital experience performance against client commitments and service level guarantees, partnering with Product, IT, and Operations on improvement plans.
• Demonstrate AffirmedRx’s digital member experience to clients, benefits consultants, and prospects.
• Partner with Account Management to address client feedback on the digital experience and support client implementations.
• Lead complex, cross-functional digital initiatives from concept through launch, directing work across teams without direct reporting authority.
• Lead change management and adoption for new digital capabilities, including member communications, advocate training, and client rollout.
• Build digital experience capability across the organization by advising teams on member-centered design.

Qualifications

• Bachelor’s degree in Business, Healthcare Administration, Information Systems, or related field required; advanced degree preferred.
• 15+ years of progressive experience in digital experience, member/customer experience, product, or healthcare technology, including significant experience leading cross-functional programs.
• Pharmacy Benefit Management (PBM), pharmacy benefits, health plan, or healthcare navigation experience required.
• Proven experience as a business owner or executive sponsor for member-facing technology, such as app and portal platforms, CRM, IVR and telephony, chat, and Voice of Customer tools.
• Strong technical aptitude, including business requirements, agile product development, user acceptance testing, system integrations, and vendor implementations.
• Track record increasing digital adoption and self-service, with measurable improvement in NPS, CSAT, or comparable measures.
• Strong analytical skills, with experience using data, Voice of Customer insight, and journey analytics to drive decisions.
• Proven ability to lead complex cross-functional initiatives and influence leaders without direct authority.
• Excellent communication skills, including presenting to clients, benefits consultants, and senior leaders.
• Ability to set long-range strategy while staying close to execution in ambiguous, fast-changing environments.
• Certified Customer Experience Professional (CCXP) credential preferred.

Benefits

• To impact industry change in the pharmacy benefits management space, while delivering the highest quality patient outcomes.
• To work in a culture where people thrive because when OUR team thrives, OUR business thrives.
• Competitive compensation, including health, dental, vision and other benefits.