Director - Retail Pharmacy Tech Design & Experience

Director Of Human-Centered Design & Experience

We're building a world of health around every individual — shaping a more connected, convenient and compassionate health experience. At CVS Health®, you'll be surrounded by passionate colleagues who care deeply, innovate with purpose, hold ourselves accountable and prioritize safety and quality in everything we do. Join us and be part of something bigger – helping to simplify health care one person, one family and one community at a time.

Position Summary

We are seeking a Director of Human-Centered Design & Experience to lead the vision, strategy, and execution of user experience across our Retail Pharmacy Technology platforms. This leader will drive a design-first culture, ensuring our products are intuitive, efficient, and grounded in real user needs—improving outcomes for pharmacy teams, patients, and partners.

You will partner closely with Product, Engineering, and Business leaders to shape end-to-end experiences across core pharmacy workflows, patient engagement, and emerging digital capabilities.

Key Responsibilities

• Define and lead the human-centered design strategy across retail pharmacy systems, ensuring strong alignment with product and business objectives
• Build and scale a high-performing team of UX designers, researchers, and experience strategists
• Drive deep user understanding through research, field immersion, and data-driven insights across pharmacy operations and patient journeys
• Champion design excellence, establishing standards, design systems, and best practices that ensure consistency and scalability
• Partner with Product and Engineering leadership to embed design into the full product lifecycle—from discovery through delivery
• Lead the design of complex workflows (e.g., dispensing, clinical services, patient engagement) with a focus on usability, safety, and efficiency
• Elevate the voice of the user in strategic decisions, balancing user needs with operational, regulatory, and business constraints
• Influence executive stakeholders and communicate design impact through clear storytelling and measurable outcomes
• Stay ahead of industry trends in healthcare, retail, and AI-driven experiences to continuously evolve our design approach

Required Qualifications

• 10+ years of experience in UX, product design, or service design, with at least 5 years in leadership roles
• 5+ years of proven track record leading design for complex, enterprise platforms or operational systems (healthcare, retail, or similarly regulated environments preferred)
• 5+ years of expertise in human-centered design methodologies, user research, and design systems
• 5+ years of experience designing for workflow-heavy environments with high reliability and safety considerations
• 5+ years of designing and evaluating user experience studies and tracking metrics to improve applications and software products
• 5+ years of experience maintaining customer satisfaction and brand loyalty by ensuring a positive user experience
• 5+ years of developing design specifications and working with internal teams or customers to create cohesive concepts

Preferred Qualifications

• Strong leadership presence with the ability to influence cross-functional teams and senior executives
• Demonstrated success building and mentoring high-performing design teams
• Ability to translate ambiguity into clear design direction and outcomes
• Familiarity with emerging technologies such as AI/ML-driven experiences is a strong plus

Education

Bachelor's degree, or equivalent experience (HS diploma + 4 years relevant experience)

Pay Range

The typical pay range for this role is:

$144,200.00 - $288,400.00

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.

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.