Director - Patient Digital Experience & Innovation

Role Description

The Director, Specialty Pharmacy Patient Digital Experience & Innovation leads Accredo’s digital product strategy and delivery across all patient-facing channels, including the website, mobile app, chat, SMS, IVR, and conversational AI. This role ensures experiences are cohesive, simple, measurable, compliant, and valuable to the enterprise.

• Manages and develops a high-performing team while serving as initiative owner and strategic stakeholder.
• Drives enterprise priorities through strong collaboration, governance, stakeholder alignment, and executive-ready communication.
• Drives cross-functional initiatives to modernize end-to-end patient journeys.
• Aligns stakeholders on problems and solutions, effectively partnering with Operations, Account Teams, and Pharmacy Practice.
• Accountable for KPI instrumentation, using insights to guide prioritization, ROI storytelling, and portfolio investment decisions.
• Partners closely with Technology and Finance to lead digital portfolio planning and annual budget inputs.

Qualifications

• Bachelor’s degree in related field or equivalent work experience; Master’s degree preferred.
• 8+ years of relevant work experience in product management, marketing, product development, sales and/or significant cross-functional project-based experience.
• People leadership experience.
• Excellent communication skills, including written, presentation, and documentation.
• Advanced problem-solving skills with ability to work cross-functionally to resolve issues and generate results among potentially conflicting constituencies.
• Ability to work towards specific deliverables within an environment of tight deadlines.
• Data analysis and reporting skills; basic financial analysis skills.
• Ability to handle complex analysis from issue identification to proposal of potential solutions.
• Knowledge of specialty pharmacy industry preferred.
• Strong knowledge and continued interest in the latest digital and web trends.
• Able to effectively use AI-assisted work (and not AI work avoidance).
• Willingness to share opinions and take risks.
• Proven ability to create business cases related to new products and functionality.
• Ability to develop and model hypotheses and conclusions while identifying assumptions.
• Demonstrated project management skills, with the ability to manage multiple complex projects simultaneously without compromising quality.
• Ability to travel.

Requirements

• 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.

Company Description

Evernorth Health Services, a division of The Cigna Group, creates pharmacy, care and benefit solutions to improve health and increase vitality. We relentlessly innovate to make the prediction, prevention and treatment of illness and disease more accessible to millions of people. Join us in driving growth and improving lives.