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UnitedHealth Group Customer Experience Business Design Manager - Telecommute in Eden Prairie, Minnesota

Combine two of the fastest-growing fields on the planet with a culture of performance, collaboration and opportunity and this is what you get. Leading edge technology in an industry that is improving the lives of millions. Here, innovation is not about another gadget; it is about making health care data available wherever and whenever people need it, safely and reliably. There is no room for error. If you are looking for a better place to use your passion and your desire to drive change, this is the place to be. It's an opportunity to do 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 Experience Design Manager leads efforts in building a best in class client experience in partnership with Growth and Transformation. This position will influence and drive change through the utilization of a Customer Experience Transformation framework to understand customer improvement opportunities and align the organization in making the improvements.

You’ll enjoy the flexibility to telecommute* from anywhere within the U.S. as you take on some tough challenges.

Primary Responsibilities:

  • Consult with internal stakeholders to advocate for and promote a customer-centric culture, setting a clear vision on what good looks like for the customer

  • Champion the need for change, assesses change readiness and change management

  • Map the customer journey and identify opportunities to proactively intervene on the customer’s behalf

  • Guide teams in identifying and prioritizing key customer pain points using data driven insights

  • Facilitate ideation with cross-functional stakeholders to design ideal future state and cocreation activities with customers to ensure needs are met

  • Test new strategies for driving customer value

  • Partner with Voice of the Customer (VOC) and Analytics teams to advance Optum's voice of the client listening strategy and leading indicators

  • Partner and build solid relationships with functional business areas, executive sponsors and enabling areas to drive and influence the prioritization of improved client experiences

  • Building a trusting and safe environment where problems can be raised without fear of blame, retribution, or being judged, with an emphasis on healing and problem-solving

  • Facilitating getting the work done without coercion, assigning, or dictating the work

  • Facilitating discussion, decision making, and conflict resolution

  • Providing support to the team using a servant leadership style whenever possible and leading by example

  • Manage end-to-end timelines, issues and risks to ensure flawless execution

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:

  • BA / BS degree in a related discipline

  • 5+ years of combined experience in product / program / project management, delivering cross-organizational programs and leading strategic initiatives of diverse scope in a cross-functional environment

  • 2+ years of combined experience and a proven track record of driving major transformational change and delivering measurable results, and developing and leading consumer/customer experience programs or initiatives

  • 1+ years of experience in working with data and making data-driven analytical decisions

  • Experience identifying and managing highly matrixed, cross-functional stakeholder involvement and activities

  • Experience assimilating and analyzing information pertaining to the customer experience

  • Experience driving and articulating customer centric change

  • Experience presenting and influencing for senior level executives and at all levels within multi- business segments

  • Experience motivating, training / developing, and directing people in a matrixed organization

  • Ability to travel on occasion as needed

  • Full COVID-19 vaccination is an essential job function of this role. Candidates located in states that mandate COVID-19 booster doses must also comply with those state requirements. UnitedHealth Group will adhere to all federal, state and local regulations as well as all client requirements and will obtain necessary proof of vaccination, and boosters when applicable, prior to employment to ensure compliance. Candidates must be able to perform all essential job functions with or without reasonable accommodation

Preferred Qualifications:

  • Journey / Experience / Service Mapping Experience

  • Experience with applying Design Thinking methodologies and/or a Human Centered Design

  • Experience leading Enterprise-wide programs in a highly matrixed organization

  • Experience in applying agile and adaptive methodology

  • Experience with the Net Promoter System (NPS), Customer Satisfaction, Customer Effort Scores, Customer Churn Rate and Customer Retention

  • Experience working across UHG, Optum and UHC lines of businesses

  • Experience with Journey Mapping tools (MIRO preferred)

  • Proficient skills and knowledge of servant leadership, resilience, resourcefulness, facilitation, situational awareness, conflict resolution, continual improvement, empowerment, and increasing transparency

To protect the health and safety of our workforce, patients and communities we serve, UnitedHealth Group and its affiliate companies require all employees to disclose COVID-19 vaccination status prior to beginning employment. In addition, some roles and locations require full COVID-19 vaccination, including boosters, as an essential job function. UnitedHealth Group adheres to all federal, state and local COVID-19 vaccination regulations as well as all client COVID-19 vaccination requirements and will obtain the necessary information from candidates prior to employment to ensure compliance. Candidates must be able to perform all essential job functions with or without reasonable accommodation. Failure to meet the vaccination requirement may result in rescission of an employment offer or termination of employment.

Careers with Optum. Here's the idea. We built an entire organization around one giant objective; make health care work better for everyone. So when it comes to how we use the world's large accumulation of health-related information, or guide health and lifestyle choices or manage pharmacy benefits for millions, our first goal is to leap beyond the status quo and uncover new ways to serve. Optum, part of the UnitedHealth Group family of businesses, brings together some of the greatest minds and most advanced ideas on where health care has to go in order to reach its fullest potential. For you, that means working on high performance teams against sophisticated challenges that matter. Optum, incredible ideas in one incredible company and a singular opportunity to do your life's best work.(sm)

Colorado, Connecticut or Nevada Residents Only: The salary range for Colorado residents is $82,100 to $146,900. The salary range for Connecticut / Nevada residents is $90,500 to $161,600. Pay is based on several factors including but not limited to education, work experience, certifications, etc. In addition to your salary, UnitedHealth Group offers benefits such as, a comprehensive benefits package, incentive and recognition programs, equity stock purchase and 401k contribution (all benefits are subject to eligibility requirements). No matter where or when you begin a career with UnitedHealth Group, you’ll find a far-reaching choice of benefits and incentives.

*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.

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