Senior Director - Consumer Experience - Hybrid Eden Prairie, MN

Optum is a global organization that delivers care, aided by technology to help millions of people live healthier lives. The work you do with our team will directly improve health outcomes by connecting people with the care, pharmacy benefits, data and resources they need to feel their best. Here, you will find a culture guided by diversity and inclusion, talented peers, comprehensive benefits and career development opportunities. Come make an impact on the communities we serve as you help us advance health equity on a global scale. Join us to start Caring. Connecting. Growing together.

Reporting to Optum's SVP of Consumer Experience, Data and Analytics, the Senior Director of Consumer Experience will lead a team to deliver experience strategies that drive business outcomes across Optum.

You will use a solid understanding of consumer behavior, insights, analytics (along with business inputs) to deliver on an end-to-end experience strategy that is modern, intuitive and omni-channel. The role involves guiding a cross-functional team throughout the process - starting with insights and problem identification and following through to implementation and measurement. The role requires close partnership with design, product, marketing, and operations teams to deliver high value, prioritized experiences modern technologies in an agile and iterative way.

If you are located in Eden Prairie, MN, you will have the flexibility to Work from home and the office in this hybrid role* as you take on some tough challenges.

Primary Responsibilities:

• Strategy: Influence, inform and develop experience strategies that support and drive business outcomes and value. Ensure continued alignment with cross-functional team and stakeholders
• Architecture & Prioritization: Develop omni-channel CX architecture leveraging audience insights, business strategies and CX capabilities to deliver value. Defines the customer outcomes, and business impacts. Proactively identifies new initiatives/themes and maintains a clear view of the highest value experiences and trade-offs. Drive engagement and alignment of CX activations
• Data Driven Outcomes: Seeks to deliver viable ideas or learn fast and pivot by understanding pain points and experience analytics. Leverage consumer, operations & clinical data and feedback/behavior in order to drive business outcomes. Lead agenda and create forums to prioritize further insight needs
• Consumer Experience Culture: Operationalize feedback loops for prioritized audiences to drive activation with scalable CX capabilities
• Growth: Tie CX investments to growth to inform future activations
• Team Management: Leads a high-performing team of consumer experience consultants. Works well within a highly matrixed and complex organization across multiple functional areas to achieve results

You'll be rewarded and recognized for your performance in an environment that will challenge you and give you clear direction on what it takes to succeed in your role as well as provide development for other roles you may be interested in.

Required Qualifications:

• 10+ years of consumer experience strategy and transformation leadership
• Extensive experience planning and managing large-scale, strategic marketing/product/experience initiatives (including capital planning, across matrixed organizations)
• Demonstrated success as a collaborative leader with experience attracting, developing managing, motivating and retaining outstanding talent
• Proven track record of empowering team members and holding them accountable
• History of rapidly assessing situations, absorbing & applying new information to drive decision-making and direction setting
• Confidence and perseverance in addressing challenges and overcoming obstacles (including demonstrating initiative, stamina and work ethic)
• Proven ability to address difficult issues with candor, speaks the truth, expresses a point of view and takes a stand
• Exceptional written and verbal communication skills with ability to communicate and inspire at all levels, including addressing opportunities, risks, and strategic positioning with business and technology leaders
• Demonstrated success as a collaborative leader with experience attracting, developing managing, motivating and retaining outstanding talent
• Proven record of displaying ownership, urgency and sound decision-making skills

Preferred Qualifications:

• Proven change management successes, evidenced by impact to team outcomes
• Comprehensive understanding of Customer Experience, and how new tools and technologies are being utilized to improve the customer experience
• Experience with the Net Promoter System

At UnitedHealth Group, our mission is to help people live healthier lives and make the health system work better for everyone. We believe everyone-of every race, gender, sexuality, age, location and income-deserves the opportunity to live their healthiest life. Today, however, there are still far too many barriers to good health which are disproportionately experienced by people of color, historically marginalized groups and those with lower incomes. We are committed to mitigating our impact on the environment and enabling and delivering equitable care that addresses health disparities and improves health outcomes - an enterprise priority reflected in our mission.

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.