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Associate Director, Customer Experience Strategy and Design - Telecommute

UnitedHealth Group

Eden Prairie, MN
Job Code:
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Associate Director, Customer Experience Strategy and Design - Telecommute(Job Number:716713)

If you want to achieve more in your mission of health care, you have to be really smart about the business of health care. Challenge yourself, your peers and our industry by shaping what health care looks like and doing your life's best work.(sm)


Are you passionate about the customer experience? Do you gain needed energy from strategic thinking? Are you curious by nature and motivated by challenges? If so, look no further! The Associate Director leads efforts in building a best in class customer experience. This position oversees the day to day management of strategic enterprise wide OMNI channel initiatives. This role will focus on leading design, change management and transforming our consumer capabilities across the enterprise, specifically focusing on Customer Experience: IVR & Telephony.

In this role, you will skillfully design and support the implementation of a best-in-class customer experience capabilities (Project OMNI). Your objective is to deliver a solution which meets the unmet needs of both our customers and internal stakeholders. Your work is strategic as well as tactical as you execute against a multi-year roadmap while also focusing on continuously improving in a post implementation world. With a strategic bend you will partner across the organization and formulate the perfect experience design which leverages technology in a way that eradicates customer pain. Your efforts will directly contribute to the Optum growth story.

The Customer Experience team is positioned to lead an OMNI cross-channel experience strategy across the enterprise. The desired outcome is a simple, smart and seamless customer experience and OMNI is the catalyst to making this a reality. Our North Star is NPS.

This strategy is being built in partnership with key enterprise stakeholders. In this role you will actively contribute to writing and selling the story. You will set the agenda and secure capital from stakeholders. You will lead and support critical OMNI implementation efforts from conception to completion.

Primary Responsibilities:

  • Design and development of end-to-end consumer experiences & capabilities
  • Leading change across people, process and technology
  • Responsible for organization and program management budget
  • Champion the efforts to deliver a consistent experience and customer satisfaction
  • Establish business strategy that aligns to goals and framework
  • Identify and leverage cross-segment resources
  • Work collaboratively with other parts of the business at all levels
  • Champion the need for change, assesses change readiness and change management
  • Lead large and highly matrix teams to include process, project, technology, etc.
  • Identifying alternative channels of communication around customer experience
  • Collaborate with the senior leaders to develop strategies and tactics
  • Proactively initiate and drive change in processes, tools and capabilities

Job Business Process & TQM
Primary Location US-MN-Eden Prairie
Other Location 
Organization Optum Ops-Quality & Readiness
Schedule Full-time
Number of Openings 1
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UnitedHealth Group is the most diversified health care company in the United States and a leader worldwide in helping people live healthier lives and helping to make the health system work better for everyone.

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