Associate Vice President – Member Experience

AffirmedRx, a Public Benefit Corporation

. Set and own the digital member experience strategy and multi-year roadmap aligned to AffirmedRx’s growth plan and client commitments .

Posted 9/30/2026full-timeRemote • United StatesSeniorLeadWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in digital member experience strategy, including ownership of member-facing platforms and adherence to HIPAA compliance. Proven ability to lead cross-functional initiatives, enhance digital adoption, and utilize analytics for continuous improvement.

Highest-signal resume keywords

Digital Member Experience StrategyCross-Functional Program LeadershipUser Acceptance TestingPharmacy Benefit Management (PBM)Certified Customer Experience Professional (CCXP)

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Business Requirements DefinitionAgile Product DevelopmentSystem IntegrationsVendor ImplementationsJourney MappingUsability TestingData AnalyticsDigital Navigation Tools DesignSelf-Service Capability ExpansionQuality Assurance

Soft Skills

Excellent Communication SkillsInfluencing Without AuthorityChange ManagementStrategic ThinkingCollaboration

Tools & Technologies

Member AppCRMIVR and TelephonyChat and Messaging ToolsVoice of Customer Tools

Certifications & Qualifications

Certified Customer Experience Professional (CCXP)

Industry Keywords

Healthcare TechnologyMember ExperienceCustomer ExperienceHealth PlanPharmacy Benefits

About the role

Key responsibilities & impact

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 and establish digital experience standards, governance, and prioritization frameworks
Present digital experience performance, roadmap, and investment recommendations to the VP, Member Optimization and senior leadership
Own member-facing platforms including the member app, portal, CRM, IVR and telephony, chat and messaging, and Voice of Customer tools
Define business requirements, user stories, and acceptance criteria; partner with Product and IT through design, build, testing, and release
Lead user acceptance testing and release readiness while ensuring quality, accessibility, HIPAA compliance, and other applicable requirements
Oversee integrations and data flows for eligibility, claims, drug pricing, and pharmacy data
Lead evaluation, selection, and implementation of member experience vendors and platforms
Design digital navigation tools for lower-cost medications and pharmacies, coverage and pricing, prior authorization tracking, and clinical program enrollment
Expand self-service capabilities and design handoffs between digital channels and Patient Care Advocates
Lead journey mapping, usability testing, service design, and continuous improvement
Own the digital member experience scorecard and drive accountability for adoption, engagement, resolution, contact deflection, CSAT, NPS, and CES
Use analytics, Voice of Customer feedback, and behavioral data to identify improvement opportunities
Build business cases for digital investments and measure returns, cost-to-serve, and client value
Demonstrate digital member experience capabilities to clients, benefits consultants, and prospects during sales pursuits, finalist presentations, and renewals
Support client implementations, configurations, and member communications
Lead complex cross-functional digital initiatives from concept through launch without direct reporting authority
Lead change management and adoption, including member communications, advocate training, and client rollout
Build organizational capability in member-centered design

Requirements

What you’ll 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
Experience as a business owner or executive sponsor for member-facing technology, including 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, including data, Voice of Customer insight, and journey analytics
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

Comp & perks

Competitive compensation, including health, dental, vision and other benefits
Opportunity to impact industry change in the pharmacy benefits management space and deliver high-quality patient outcomes
Culture where people thrive and business thrives
Remote work arrangement