Associate Director - Interaction Analytics - Telecommute

Company: UnitedHealth Group
Location: Minnetonka
Posted on: June 22, 2022

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 health care industry. Ready to make a difference? Make yourself at home with us and start doing your life's best work.(sm)The Associate Director of Interaction Analytics is instrumental in setting the strategy and vision for the interaction analytics capability. The position drives implementation and evolution of the tool to enable actionable insights that lead to better customer and employee experience as well as better operational efficiency. This position works closely with the business on understanding their requirements and converting needs into synthesized insights. The role drives promotion of the capability and collaborates across multiple Line of Business (LOB) to ensure utilization and value generation. The role oversees a team that owns administration, implementation, and the technical components of the interaction analytics capability. -You'll enjoy the flexibility to telecommute* from anywhere within the U.S. as you take on some tough challenges. -Primary Responsibilities:

• Lead, prioritize and drive the Interaction Analytics team
• Analyze customer interactions and feedback, understand pain points, generate actionable insights supporting Business Operations and to help improve customer experience -
• Drive data analysis to extract and distill key interaction insights that will be consumed by functions such as Operations, Customer Experience, Product and Quality -
• Direct the strategic planning, vision setting, and socialization of the interaction analytics capability across UHC
• Drive a winning culture while building effective and efficient processes with quality built in to drive improved experiences
• Lead and develop teams to deliver high quality products and services ensuring they connect the right internal and external teams for project execution.
• Lead, prioritize, and execute new implementations and enhance existing instance and previous deployments
• Direct program administration, project management, system integrity, breakage tickets and load forecasting
• Mange the internal and external IT partnerships to ensure system stability and deployments of new releases and additional functionality
• Drive and facilitate easy to interact systems and repeatable processes and procedures for internal customers and core team members
• Effectively collaborate with Total Experience and provide support across journey workstreams
• Coordinate with VOC analytic teams to uncover new opportunities that will improve customer experience and operational efficiency
• Act as a day to day point of contact for the interaction analytics vendor and manage adherence to SOW standards and clauses
• Establish and drive cross enterprise governance and operation discipline to maximize the value of the interaction analytics capability
• Work with and influence multiple business partners: IT, Vendor, Business Insights, ARA, and Operations
• Lead planning, deployment, and successful transition and rollout of new Interaction Analytics capabilityYou'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 or 8 years of relevant experience -
  • 5+ years of experienceleading people and teams
  • 3+ years of experience in data analysis, reporting / business intelligence, statistical modeling, or business analysis
  • 3+ years in a consumer experience or similar role, creating actionable insights and influencing decision makers
  • 3+ years of experience managing vendor relationships
  • 3+ years of experience with data analysis, interpretation, synthesis and presentation for conveying results and recommendations to internal/external customers
  • 2+ years speech analytics experience, i.e., Nexidia, Clarabridge, Verint, CallMiner, etc.
  • Experience in managing large and complex program / project plans and roadmaps
  • Understanding of call routing, call data and call flows
  • Advanced Microsoft Office capabilities in Excel and PowerPoint
  • Comfort and ability to travel occasionally to UHC worksites in the future.
  • 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 accommodationPreferred Qualifications:
    • Master's Degree in a health services research, economics, or related field or MBA
    • PMP Certification -
    • 3+ years of experience in healthcare industry
    • 3+ years of experience with SQL databases, Tableau and/or other BI tools such as PowerBI, MicroStrategy
    • Excellent written and verbal communication with strong presentation skills - -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 employmentCareers with UnitedHealthcare. Let's talk about opportunity. Start with a Fortune 5 organization that's serving more than 85 million people already and building the industry's singular reputation for bold ideas and impeccable execution. Now, add your energy, your passion for excellence, your near-obsession with driving change for the better. Get the picture? UnitedHealthcare is serving employers and individuals, states and communities, military families and veterans where ever they're found across the globe. We bring them the resources of an industry leader and a commitment to improve their lives that's second to none. This is no small opportunity. It's where you can do your life's best work.(sm)Colorado, Connecticut or Nevada Residents Only: The salary range for Colorado residents is $97,300 to $176,900. The salary range for Connecticut / Nevada residents is $97,300 to $176,900. 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/AffirmativSe 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 bylower 48 law.UnitedHealth Group is a drug-free workplace. Candidates are required to pass a drug test before beginning employment.

Keywords: UnitedHealth Group, Minnetonka , Associate Director - Interaction Analytics - Telecommute, Executive , Minnetonka, Minnesota