Product Management Director, PBS Member Experience Evernorth

POSITION SUMMARY:

The Director PBS Member Experience is responsible for leading the design delivery and ongoing performance of member experiences across Pharmacy Benefit Services (PBS). This leader translates the PBS Member Experience strategy into executable roadmaps delivering digital experiences and member communications that reduce member effort improve transparency and support better health outcomes.

The Director owns a defined portfolio of member experience products and capabilities spanning web and mobile experiences member communications open enrollment and supporting technology builds and is accountable for delivery quality timeliness and measurable experience outcomes. This role partners daily with Product Technology Operations Clinical Account Management Marketing and Client teams to move work from intake through execution.

Positioned as a hands-on execution leader this role converts strategic direction into prioritized work manages cross-functional dependencies resolves delivery obstacles and leads a team of product managers advisors and experience strategists.

ESSENTIAL FUNCTIONS:

Portfolio Delivery & Execution

• Translate the PBS Member Experience vision and multi-year roadmap into prioritized executable plans with clear owners milestones and success measures.

• Own end-to-end delivery of assigned member experience products and capabilities including digital experiences member communications and associated technology builds.

• Manage the member experience intake pipeline evaluating requests determining path forward and ensuring work is appropriately scoped sequenced and resourced.

• Partner with Business Process Owners and Technology on requirements prioritization and release planning to ensure experience needs are represented in product builds.

• Identify and remove delivery obstacles escalating risks and trade-off decisions with clear recommendations.

Member Experience & Product Management

• Accountable for the performance and outcomes of assigned member experience products capabilities and programs.

• Apply data analytics member feedback and operational insights to continuously optimize journeys and reduce friction.

• Partner with Product and Technology teams to deliver digital capabilities personalization AI-enabled experiences and self-service solutions.

• Ensure member experience standards journey thinking and content quality are embedded in product development and enhancement efforts.

• Support client-specific and custom experience builds balancing tailored needs against book-of-business scalability.

Cross-Functional Partnership

• Align and influence partners across Product Technology Operations Contact Center Clinical Sales Account Management Implementation and Marketing to deliver connected experiences.

• Lead working sessions governance forums and prioritization discussions that keep cross-functional work moving.

• Partner with operational and service teams to surface pain points resolve systemic issues and improve member and client outcomes.

• Drive readiness enablement and adoption for new member-facing capabilities across internal stakeholder groups.

• Represent PBS Member Experience in internal forums and as needed in client and account team discussions.

Metrics & Continuous Improvement

• Define track and report on experience and delivery metrics including member satisfaction member effort digital engagement adoption and issue resolution.

• Use qualitative and quantitative insights to identify opportunities size impact and inform prioritization.

• Establish repeatable processes standards and controls that improve quality and speed of delivery.

• Foster a culture of continuous improvement experimentation and accountability within the team.

People Leadership

• Lead coach and develop a team of product managers advisors and experience strategists.

• Set clear goals and expectations provide ongoing feedback and support career growth and development planning.

• Build an inclusive collaborative environment that encourages innovation and cross-team partnership.

• Ensure the team has the capabilities processes and governance needed to support current and future business objectives.

IDEAL CANDIDATES WILL HAVE A COMBINATION OF THE FOLLOWING:

• Bachelors degree; MBA or advanced degree preferred.

• 8 years of progressive experience in Product Management Member Experience Customer Experience Digital Transformation Healthcare Strategy or related disciplines.

• 3 years of people leadership experience including coaching and developing individual contributors.

• Demonstrated success delivering complex cross-functional initiatives with measurable business and customer outcomes.

• Strong working knowledge of customer/member experience practices journey design product management and experience optimization.

• Proven ability to influence and align partners across a complex matrixed organization.

• Ability to translate strategy into execution and operate effectively across both planning and delivery.

• Strong analytical skills with experience using data to inform decisions and prioritize work.

• Excellent communication storytelling presentation and stakeholder management skills.

• Experience with digital experiences self-service capabilities AI-enabled solutions and omnichannel engagement strategies preferred.

• Knowledge of PBM healthcare pharmacy or payer industry strongly preferred.

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.

For this position we anticipate offering an annual salary of 155300 - 258800 USD / yearly depending on relevant factors including experience and geographic location.

This role is also anticipated to be eligible to participate in an annual bonus and long term incentive plan.

At The Cigna Group youll enjoy a comprehensive range of benefits with a focus on supporting your whole health. Starting on day one of your employment youll be offered several health-related benefits including medical vision dental and well-being and behavioral health programs. We also offer 401(k) company paid life insurance tuition reimbursement a minimum of 18 days of paid time off per year paid holidays and leaves of absence. For more details on our employee benefits programs click here.

About Evernorth Health Services

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.

Qualified applicants will be considered without regard to race color age disability sex childbirth (including pregnancy) or related medical conditions including but not limited to lactation sexual orientation gender identity or expression veteran or military status religion national origin ancestry marital or familial status genetic information status with regard to public assistance citizenship status or any other characteristic protected by applicable equal employment opportunity laws.

If you need a reasonable accommodation to complete the online application process please email for assistance. Please note that this email inbox is dedicated to accommodation requests only and cannot provide application updates or accept resumes.

Cigna has a tobacco-free policy and reserves the right not to hire tobacco/nicotine users in states where that is legally permissible. Candidates in such states who use tobacco/nicotine will not be considered for employment unless they enter a qualifying smoking cessation program prior to the start of their employment. These states include: Alabama Alaska Arizona Arkansas Delaware Florida Georgia Hawaii Idaho Iowa Kansas Maryland Massachusetts Michigan Nebraska Ohio Pennsylvania Texas Utah Vermont and Washington State.

Qualified applicants with criminal histories will be considered for employment in a manner consistent with all federal state and local ordinances.