CVS Health - Experience Strategy & Service Design
Overview
At CVS Health, I work across interconnected healthcare systems to shape experience strategy. My role spans UX, service design, and experience strategy, with a focus on helping teams navigate complexity, align across lines of business, and make informed decisions that support both users and organizational goals. I partner closely with business, product, and architecture teams across PBM, insurance, and care management to translate research and insights into experience direction that informs roadmaps, operating models, and delivery planning.
Selected work has been intentionally abstracted to protect proprietary information.
How I Work
As an enterprise strategist, my work at CVS spans multiple overlapping initiatives, rather than supporting a specific product. I focus on:
Framing complex problems and opportunity areas across teams and systems
Leading and contributing to UX discovery and research efforts
Synthesizing insights into clear experience direction through design artifacts, including journey maps, service blueprints, and personas
Facilitating cross-functional workshops to align priorities and trade-offs
Supporting decision-making across strategy, planning, and delivery
Acting as a bridge between business and technology teams to ensure solutions are desirable, viable, and feasible.
Much of this work centers on creating shared understanding and alignment in environments where ownership, processes, and constraints are distributed across teams and lines of business.
Initiative Themes
At CVS Health, I’ve worked across Aetna, Caremark, and Retail on experience strategy initiatives that address some of the most common challenges in healthcare. This includes work related to prior authorization, Medicaid care management, onboarding, call center interactions, and provider engagement. These efforts directly impacted patients, members, plan sponsors, providers, and internal colleagues.
Some themes my work touched include:
Patient Access & Authorization
Focused on improving experiences related to access, eligibility, and authorization across highly regulated workflows. This work involved understanding end-to-end journeys across PBM and insurance contexts, identifying points of friction and ambiguity, and helping teams align on experience priorities that could inform broader access and support strategies.
Member Experience Transformation
Worked across multiple lines of business to support a more cohesive member experience by synthesizing insights across initiatives and clarifying experience recommendations. This included outlining the relationship between member experience, internal support processes, and technology, helping teams connect individual efforts to broader business outcomes and transformation goals.
Care Management as a Longitudinal Service
Contributed to experience strategy for care management initiatives that span time, touchpoints, and stakeholders. The focus was on understanding ongoing support needs, coordination across teams, and how experience insights could inform more consistent and supportive experiences for members and colleagues.
Call Center Optimization
Contributed to experience strategy efforts focused on call center interactions, with an emphasis on understanding member needs, operational constraints, and handoffs between frontline support and downstream teams. This work helped clarify opportunities to improve consistency, efficiency, and overall member experience across service interactions.
Outcomes & Impact
While specific metrics and artifacts are confidential, this work contributed to:
Clearer alignment across teams and initiatives
Experience insights informing roadmap and planning decisions
Reduced ambiguity around ownership, dependencies, and priorities
Stronger connection between user experience and internal processes
Stronger connection between research, product, and delivery
This work reflects internal, confidential work and is presented at a high level. I’m happy to discuss the approach, tradeoffs, and outcomes using anonymized, reconstructed examples in conversation.