高级副总裁，会员体验
AVP, Member Experience
AffirmedRx致力于通过为药房福利管理带来清晰度、诚信和信任来改善医疗保健结果。我们致力于让药房福利易于理解、便于访问，并始终以雇主和他们所影响的生命的最佳利益为重。我们通过在业务实践中实现全面的透明度，以临床方法为先导，并利用最先进的技术来实现这一目标。
加入我们，共同改善所有人的医疗保健结果！我们承诺始终做正确的事。
职位概述：
高级副总裁，会员体验是负责定义和执行AffirmedRx数字和科技驱动的会员体验战略的高级领导者。该职位负责会员在数字渠道（包括会员应用、门户、聊天、电子邮件、电话和自助工具）与组织的互动方式，同时推动长期路线图，提高药物获取率和整体会员参与度。高级副总裁对关键的数字体验成果负责，包括采用率、自助服务效果、解决率和会员满意度。该职位主要通过影响力工作，与产品、IT和患者体验领导紧密合作，确保数字和人工支持渠道为会员提供无缝体验。高级副总裁还与临床、运营、客户管理、销售和市场营销团队合作，确保数字解决方案与业务目标、客户需求和增长策略保持一致。
您将负责：
数字会员体验战略与路线图：
- 制定并负责与AffirmedRx增长计划和客户承诺相一致的数字会员体验战略和多年路线图
- 在技术决策中代表会员的声音，确保会员洞察塑造产品优先级、平台投资和功能设计
- 建立数字体验标准、治理和跨职能优先级框架，用于面向会员的技术
- 向会员优化副总裁和高级管理层汇报数字体验表现、路线图和投资建议
面向会员的技术与平台所有权：
- 作为面向会员平台（包括会员应用、会员门户、CRM、IVR和电话、聊天和消息、客户之声工具）的业务负责人
- 定义业务需求、用户故事和验收标准，并与产品和IT团队合作进行设计、构建、测试、
查看英文原文
AffirmedRx is on a mission to improve health care outcomes by bringing clarity, integrity, and trust to pharmacy benefit management. We are committed to making pharmacy benefits easy to understand, straightforward to access and always in the best interest of employers and the lives they impact. We accomplish this by bringing total clarity to business practices, leading with clinical approaches, and utilizing state-of-the-art technology.
Join us in improving health care outcomes for all! We promise to do what’s right, always.
Position Summary:
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. Working primarily through influence, the role partners closely with Product, IT, and Patient Experience leadership to ensure digital and human support channels operate as a seamless experience for members. The AVP also collaborates with Clinical, Operations, Client Management, Sales, and Marketing teams to align digital solutions with business objectives, client needs, and growth strategies.
What you will do:
Digital Member Experience Strategy & Roadmap:
- 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
Member-Facing Technology & Platform Ownership:
- 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
Digital Navigation & Self-Service:
- 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, and to equip advocates with the right tools, such as the agent desktop and knowledge base
- Lead journey mapping, usability testing, service design, and continuous improvement efforts that reduce member friction
Performance, Analytics & Value:
- 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
Client Partnership:
- Demonstrate AffirmedRx’s digital member experience to clients, benefits consultants, and prospects, including sales pursuits, finalist presentations, and renewals
- Partner with Account Management to address client feedback on the digital experience and support client implementations, including client-specific configurations and member communications
Cross-Functional Initiatives & Change Leadership:
- 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
What you need:
- 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
What you get:
- 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
Note:
AffirmedRx is committed to providing equal employment opportunities to all employees and applicants for employment. Remote employees are expected to maintain a professional work environment free of distractions to ensure optimal performance and collaboration.
Originally posted on Himalayas