Lead Director – Customer Journey & Martech Innovation

CVS Health•22h ago

United StatesOnsiteFull-timeDirector Level8+ yrs exp

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 The Lead Director, Customer Journey & MarTech Innovation serves as a strategic marketing and business transformation leader responsible for driving large-scale customer engagement and omnichannel communication initiatives within the Pharmacy and Consumer Wellness (PCW) organization of CVS Health. This role operates at the intersection of strategy, operations
execution—leading a large cross-functional program, shaping marketing roadmaps
enabling executive decision-making through structured insights, communications
governance. As the leader of a small team of direct reports within the CRM Marketing function, this role is accountable for translating organizational priorities into actionable programs, aligning stakeholders across marketing, technology, analytics
ensuring delivery of scalable, customer-centric capabilities that deliver material incremental value for the customer and company. Responsible for: Strategic Planning and Initiative Leadership
Lead development of large-scale customer engagement and omnichannel communication strategies, translating long-term vision into actionable roadmaps and phased implementation plans.
Define strategic priorities, operating models, and governance structures for complex transformation programs spanning marketing, analytics, technology, operations, and business stakeholders.
Establish program objectives, success metrics, business value frameworks, and milestone-based execution plans to support executive decision-making and investment prioritization
Drive strategic planning cycles (e.g., annual strategy, mid-year reviews, capital planning), including scenario development and prioritization of initiatives.
Translate complex marketing, technical, and financial concepts into clear strategic narratives for executive stakeholders. Data Analysis and Insight Generation
Leverage customer, marketing, operational, and technology insights to refine use cases, optimize journeys, and improve effectiveness of customer engagement initiatives.
Develop value frameworks and financial impact analysis (e.g., incremental margin, customer engagement lift) to support decision-making and prioritization
Assess program risks, dependencies, resource requirements, and execution readiness to support informed leadership decisions. Executive Reporting and Communications
Produce executive-level presentations, steering committee materials, strategic narratives, status updates, business cases, and decision-support documentation for senior leadership audiences.
Lead development of executive summaries, business cases, and narrative decks to communicate strategy, progress, risks, and recommendations.
Translate complex technical, operational, and analytical concepts into clear, business-focused communications tailored to executive stakeholders. Cross-Functional Collaboration
Partner with marketing, technology, analytics, operations, content, product, and engineering teams to align priorities, resolve dependencies, and accelerate delivery of strategic initiatives.
Serve as a central point of coordination across business units to drive alignment, resolve dependencies, and ensure integrated execution.
Build strong working relationships with senior leaders and subject matter experts across the organization to drive alignment and foster continuous support of the future vision. Process Improvement and Governance
Design and implement governance models, operating structures, decision frameworks, and accountability mechanisms to increase organizational effectiveness.
Lead development of scalable processes and ways of working that improve efficiency, consistency, transparency, and speed-to-value across teams.
Champion continuous improvement efforts by identifying process gaps and implementing solutions that improve efficiency and outcomes. Required Qualifications
8-10+ years of marketing and/or customer growth & strategy experience, with a demonstrated focus on analytical marketing and/or MarTech transformation
8-10+ years demonstrated experience in championing change within a large organization – able to size business cases and craft compelling, executive-ready narratives and back them up using robust data and/or customer trends and insights
5+ years experience as a leader of a team of direct reports – with demonstrated skill in developing strategic and/or marketing talent
Experience with and a deep understanding of platforms such as Adobe Journey Optimizer, Customer Journey Analytics, Adobe Experience Manager, Salesforce Marketing Cloud
how they best operate within a tightly coordinated ecosystem
Ability to work primarily EST hours Preferred Qualifications
Experience operating in executive-facing roles with direct exposure to senior leadership and decision forums
Excellent written, verbal, and presentation communication skills
Strong analytical, problem-solving, and strategic-thinking capabilities – with the ability to translate trends and data into compelling recommendations for change or enhancement
Demonstrated expertise in CRM / Customer Retention / Loyalty Marketing strategic concepts and in supported related initiatives
Experience aligning business strategy with technical architecture and data/analytics capabilities
Experience influencing decisions and driving alignment among diverse stakeholder groups – from creative teams to data engineering
Track record of driving organizational change, process improvement, and operating model transformation
MBA Education Bachelor’s Degree or equivalent work experience Pay Range The typical pay range for this role is: $100,000.00 - $231,540.00 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. This position also includes an award target in the company’s equity award program. Our people fuel our future. Our teams reflect the customers, patients, members and communities we serve and we are committed to fostering a workplace where every colleague feels valued and that they belong. 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
financial well‑being of colleagues and their families. The benefits for this position include medical, dental
vision coverage, paid time off, retirement savings options, wellness programs
other resources, based on eligibility. Additional details about available benefits are provided during the application process and on Benefits Moments . We anticipate the application window for this opening will close on: 07/30/2026 Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state and local laws.

Required skills

Adobe Journey OptimizerCustomer Journey AnalyticsAdobe Experience ManagerSalesforce Marketing CloudCRMCustomer RetentionLoyalty MarketingData AnalysisStrategic Planning