Job Description
Title: Director, Customer Experience – Remote
Location: New York NY US
Job Category: Sales & Marketing
Job Type: Full-time
Travel Percentage: -1
Job Description:
UnitedHealthcare is a company that’s on the rise. We’re expanding in multiple directions, across borders and, most of all, in the way we think. Here, innovation isn’t about another gadget, it’s about transforming the healthcare industry. Ready to make a difference? Make yourself at home with us and start doing your life’s best work.(sm)
The Director of Customer Experience for Individual & Family (IFP) plans is responsible for managing critical portions of the customer and experience strategy across the IFP customer and member journey. Success for this team member will be measured by overall membership conversion and retention, customer satisfaction, as well as micro-journey KPIS.
This Director will be responsible for delivering annual and ongoing customer experience strategies for assigned portions of the holistic customer experience and delivering a product roadmap for the assigned journeys. Through analytics and testing, they will implement experience frameworks and guidelines with IFP leadership to drive annual sales and other business KPIs.
They will also translate experience strategies into day-to-day management of the IFP digital experience and digital products. This role requires expertise in digital and customer analytics, experience design, and digital product management. This role requires action orientation, critical thinking, and strong communication skills.
You’ll enjoy the flexibility to work remotely* from anywhere within the U.S. as you take on some tough challenges.
Primary Responsibilities:
- Strategy: Establish short- and long-term strategic direction for various products within a particular consumer experience or journey based on consumer insights and business needs. Implement actionable Experience principles, guidelines and frameworks that address touchpoints across assigned portions of the IFP customer/member journey
- Planning: Define the customer outcomes, business impacts, and roadmaps for the products within an experience. Proactively identify new customer needs and define the features that will solve them. Build business cases to support the product backlog for optimal value, making trade-offs as needed based on product vision, team capacity, desired business outcomes, stakeholder needs and added information to develop sprint plans
- Use Data to Drive Outcomes: Seeks to deliver viable ideas or learn fast and pivot by understanding pain points and experience analytics. Leverages consumer, operations, and clinical data plus feedback/behavior to drive business outcomes. Work with internal and external partners and deliver IFP Customer Satisfaction (CSAT), NPS (Net Promoter Score), and Voice of the Customer (VOC) metric improvements
- Execution: Implement strategies and product backlog and optimizing the process to minimize defects and deliver on time and on budget. Drive weekly/monthly digital performance analysis, insights, and optimization priorities
- Process improvement: Manages product from conception to release, Works with agile teams to iterate and build; focus on prioritizing the business value from different pieces of the work to improve speed to market for those features that will drive the most value to the company. Partners with implementation teams to flawlessly roll out MVPs and then scaled releases
- Results & Metrics: Defines, tracks and monitors Objectives and Key Results (OKRs). Ensures have correct data and tools for the experience and related sub-processes; uses data to improve experiences
Core Competencies
- Exceptional conceptualization skills, able to take abstract ideas and materialize them into strategies and execution plans
- Excellent problem-solving, planning and decision-making skills. Accurately scopes out projects, sets objectives and goals, develops schedules and resource assignments, measures performance against goals, and evaluates results
- Excellent communicator; capable of effectively presenting ideas and selling concepts and tactics; ability to conceptualize and communicate “out-of-the-box” thinking
- Well-developed relationship-building skills, willing to take drive initiatives, track record of working across organizations and structuring approaches to new opportunities
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:
- Bachelor’s degree
- 10+ years of hands-on experience in customer experience and/or digital product roles with business experience
- 5+ years of ecommerce experience
- 5+ years of experience Managing leading Product Management teams and agile test/optimize processes
- Hands on experience with web analytics software such as Adobe Experience Cloud, Google Analytics or related
- Experience in a large matrixed organization
- Business case development experience
- Experience working with external agencies, consulting firms, and contractors
- Track record of connecting digital experiences with key results
- 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:
- MBA or advanced degree
- B2C experience
- Healthcare experience
- Payment experience
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.
*All employees working remotely will be required to adhere to UnitedHealth Group’s Telecommuter Policy
Colorado, Connecticut, Nevada or New York City Residents Only: The salary range for Colorado residents is $113,500 to $218,100. The salary range for Connecticut/Nevada/New York City residents is $113,500 to $218,100. 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.
Additional Job Detail Information
Requisition Number
2130765
Business Segment
Community & State
Employee Status
Regular
Job Level
Director
Travel
Yes, 25 % of the Time
Additional Locations
- Chicago, IL, US
- Boston, MA, US
- Minneapolis, MN, US
- Philadelphia, PA, US
- Dallas, TX, US
Overtime Status
Exempt
Schedule
Full-time
Shift
Day Job
Telecommuter Position
Yes
