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Consumer Experience Owner - Eden Prairie, MN or Irvine, CA

UnitedHealth Group

Irvine, CA
Job Code:
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Job Details

756702 Consumer Experience Owner Eden Prairie MN or Irvine CA

Consumer Experience Owner - Eden Prairie, MN or Irvine, CA (756702)

Position Description

No industry is moving faster than health care. And no organization is better positioned to lead health care forward. We need attention to every detail with an eye for the points no one has considered. You'll help improve the health of millions. And you'll do your life's best work.(sm)


We are seeking a Consumer Experience Consultant who will identify opportunities for improving the consumer experience as part of the OptumRx Member Experience Governance and Advocacy (OMEGA) program.  This Consumer Experience Consultant will focus on understanding how consumers interact with programs and processes across all lines of OptumRx business in order to drive improvements.


We’re looking for a smart, enthusiastic and creative team member, driven by a common company goal: to help to help people live healthier lives and to help make the health system work better for everyone.


Primary Responsibilities:

  • Lead the understanding, documenting, and coordinating of multi-channel consumer experience touchpoints, such as ‘Welcome’, ‘Formulary Disruption’, and ‘Prior Authorization’, to increase consumer satisfaction, Net Promoter Score (NPS), and customer experience specific KPIs
  • Analyze customer experience touchpoints to identify opportunities and strategies to enable a more personal, simple, and coordinated customer experience
  • Bring together cross-functional stakeholders to gain consensus for customer experience improvements
  • Manage cross-functional consumer experience improvement projects, along with project management support, from concept through implementation
  • Support the development, maintenance, and communication of reports / dashboard for certain customer experiences
  • Partner to implement brand, channel standards, and best practices to drive consistent customer experiences
  • Support OMEGA data improvements to improve targeting and identify that will ensure the right message is delivered to the right consumer at the right time
  • Provide input into and / or develop relevant policies, procedures, and / or work tools to support the OMEGA process
  • Be an advocate for driving customer obsession within OptumRx

Required Qualifications:

  • BA / BS degree
  • 7+ years of experience in marketing communications, consumer experience, product management or campaign management
  • 5+ years of cross-functional project management experience

Preferred Qualifications:

  • 7+ years of experience demonstrating effective writing skills (touchpoint optimization, creating  reports and status updates, preparing overview presentations)
  • 5+ years of experience demonstrating effective presentation skills in both formal and informal settings
  • 2+ years of cross-functional experience working in a complex, matrix organization
  • Proficiency in MS Word, Excel, PowerPoint
  • Eden Prairie MN, or Irvine CA


UnitedHealth Group is working to create the health care system of tomorrow.

Already Fortune 6, we are totally focused on innovation and change. We work a little harder. We aim a little higher. We expect more from ourselves and each other. And at the end of the day, we're doing a lot of good.

Through our family of businesses and a lot of inspired individuals, we're building a high-performance health care system that works better for more people in more ways than ever. Now we're looking to reinforce our team with people who are decisive, brilliant - and built for speed.

Come to UnitedHealth Group, and share your ideas and your passion for doing more. We have roles that will fit your skills and knowledge. We have diverse opportunities that will fit your dreams.


*All Telecommuters will be required to adhere to UnitedHealth Group’s Telecommuter Policy.

Diversity creates a healthier atmosphere: UnitedHealth Group is an Equal Employment Opportunity/Affirmative Action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law.

UnitedHealth Group is a drug-free workplace. Candidates are required to pass a drug test before beginning employment.


Job Keywords: Marketing, Communications, Eden Prairie, Irvine, MN, CA, California, Minnesota

Job Details

  • Contest Number756702
  • Job TitleConsumer Experience Owner - Eden Prairie, MN or Irvine, CA
  • Job FamilyCommunications
  • Business SegmentOptumRx

Job Location Information

  • Irvine, CA
    United States
    North America
  • Other LocationsEden Prairie, MN

Additional Job Detail Information

  • Employee StatusRegular
  • ScheduleFull-time
  • Job LevelIndividual Contributor
  • ShiftDay Job
  • TravelYes, 25 % of the Time
  • Telecommuter PositionYes
  • Overtime StatusExempt

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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