Executive Director, Member Experience - Meritain Health

Position Summary Meritain Health, an Aetna Company, is a third‑party administrator (TPA) primarily serving self‑funded employers. We are one of the nation’s largest administrators of health benefits, offering the resources of a national carrier along with the flexibility and service of an independent local administrator, including our Pharmacy Benefits Manager. The Executive Director, Member Experience will lead and enhance the end‑to‑end member experience, ensuring members can access high‑quality care through a seamless, intuitive journey. The role will partner closely with Member Services, Marketing, Digital, and other cross‑functional teams to design and deliver an integrated member experience grounded in strong consumer insights and modern service expectations. Key Responsibilities Set the strategic direction for member experience by leveraging deep consumer and member insights to inform enterprise service design and engagement models. Translate member intelligence and market trends into an integrated, scalable service framework that drives long‑term engagement, satisfaction, and loyalty. Serve as a strategic partner to Digital leadership, shaping the vision and roadmap for the member portal and related digital capabilities. Ensure digital platforms and tools align with leading‑edge experience standards, enterprise objectives, and evolving consumer expectations. Champion a member‑centric mindset across the organization, influencing cross‑functional priorities and decisions to deliver a cohesive, differentiated experience. Establish a clear, integrated roadmap for evolving the member experience over the next 3‑5 years. Qualifications 10+ years of experience within healthcare services organizations, with expertise spanning strategy, product, operations, executive communications, and change management. 5–7 years of experience in member‑facing roles across healthcare, insurance, benefits, or related industries. Demonstrated high emotional intelligence (EQ) with the ability to build trust, navigate sensitive situations, and communicate across all levels. Proven ability to adapt to changing priorities and thrive in a fast‑paced, collaborative environment. Strong creative problem‑solving skills, with a track record of delivering results and meeting objectives, including in resource‑constrained environments. Ability to manage multiple priorities and complex, cross‑functional projects within large or matrixed organizations while maintaining attention to detail. Proven track record of driving results, influencing stakeholders, and improving service or member experience workflows. Excellent communication skills, including the ability to translate member needs into actionable requirements. Proactive, self‑starter mindset with a focus on continuous improvement and initiative. Preferred Qualifications Experience in Marketing or Digital Marketing, ideally with a focus on customer/consumer experience. Background in the healthcare industry, including familiarity with member benefits, navigation, or digital healthcare tools. Experience working with or supporting digital product teams, customer journey mapping, or service experience design. Demonstrated situational awareness by accurately interpreting interpersonal dynamics, unspoken concerns, and organizational context, and adjusting approach to maintain engagement, build alignment, and drive productive discussions. Education Bachelor’s degree required (Business, Marketing, Communications, Healthcare Administration, or related field). Pay Range The typical pay range for this role is $131,500.00 – $303,195.00. This 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 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. This position also includes an award target in the company’s equity award program. Benefits We offer a comprehensive benefits package designed to support the physical, emotional, and financial well‑being of employees and their families. Benefits include medical, dental, and vision coverage; paid time off; retirement savings options; wellness programs; and other resources based on eligibility. Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state and local laws. #J-18808-Ljbffr Hispanic Alliance for Career Enhancement