1+ months

Associate Director, Customer Experience Design - Eden Prairie, MN - 916666

Eden Prairie, MN 55344
  • Job Code
    916666

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 doingyour life's best work.(sm)

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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 business OMNI channel initiatives. This role will focus on leading design, change management and transforming our consumer capabilities for a specific business area.
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"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 solutions 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.
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"The Customer Experience Capabilities 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.
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"This strategy is being built in partnership with key enterprise stakeholders. In this role you will actively contribute to writing and selling the story for your assigned business area. You will set the agenda and secure capital from stakeholders. You will lead and support critical OMNI implementation efforts from conception to completion.

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If you are located in Eden Prairie, MN, you will have the flexibility to telecommute* as you take on some tough challenges.

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Primary Responsibilities:

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  • Design and development of transformative end-to-end Omni Channel consumer experiences & capabilities across both voice and digital
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  • Accountable for measurable results specifically related to your initiatives
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  • Drive on-going assessment of key business processes to achieve customer satisfaction
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  • Resolve discrete customer experience problems with data driven insight
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  • Provides business leadership and business support in capital planning, capability roadmap development, business solution design and program/project delivery for IT investments
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  • Develop, implement, monitor and direct comprehensive customer-driven quality programs that support business segment objectives and result in improved quality, increased customer satisfaction, lowered operating costs, improved production and enhanced levels of performance
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  • Serves as a leader and process expert on capability initiative teams to ensure the successful design and implementation of process designs
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  • Provides leadership to and is accountable for the performance and results of diverse or broad functions through multiple layers of management
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  • Impact of work is most often at the business segment collaborating with the enterprise level
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  • Benchmark and adopt best practices
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  • Champion the efforts to deliver a consistent experience and customer satisfaction
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  • Establish business strategy that aligns to goals and framework
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  • Work collaboratively with other parts of the business at all levels
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  • Champion the need for change, assesses change readiness and change management
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  • Lead large and highly matrix teams across the enterprise
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  • Collaborate with the senior leaders to develop strategies and tactics that support Customer experience transformation
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Youll 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.

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Required Qualifications:

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  • Bachelors Degree (or acceptable work related experience)
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  • 5+ years of experience in business program/project management, delivering multiple large cross-organizational programs and leading strategic and operational transformation initiatives of diverse scope in a cross-functional environment
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  • 5+ years of experience and a proven track record of driving major transformational change and delivering measurable results, and developing and leading customer experience programs or initiatives
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  • 5+ years of telephony, IVR, Digital and associated technologies / capabilities
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  • Demonstrated ability to drive and articulate customer centric change
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  • Demonstrated skill at presenting and influencing for senior level executives and at all levels within multi- business segments
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  • Demonstrated financial cost savings resulting from quality improvement
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  • Ability to work closely with partners including Business Analyst and IT teams to identify requirements to support the process and service solutions
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  • Experience developing meaningful relationships with business partners to drive change
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  • Experience leading Enterprise-wide programs in a large scale, multi-site, service business
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  • If you need to enter a work site for any reason, you will be required to screen for symptoms using the ProtectWell mobile app, Interactive Voice Response (i.e., entering your symptoms via phone system) or similar UnitedHealth Group-approved symptom screener. When in a UnitedHealth Group building, employees are required to wear a mask in common areas. In addition, employees must comply with any state and local masking orders
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Preferred Qualifications:

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  • Customer Design Experience
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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)

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*All Telecommuters will be required to adhere to UnitedHealth Groups Telecommuter Policy.

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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.

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

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Job Keywords: Associate Director, Customer Experience Design, Eden Prairie, MN, Minnesota

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Posted: 2021-03-11 Expires: 2021-05-12

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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Associate Director, Customer Experience Design - Eden Prairie, MN - 916666

UnitedHealth Group
Eden Prairie, MN 55344

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