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Associate Director, Experience - Remote - 2169829

Company: UnitedHealth Group
Location: Minnetonka
Posted on: May 23, 2023

Job Description:

At UnitedHealthcare, we're simplifying the health care experience, creating healthier communities and removing barriers to quality care. The work you do here impacts the lives of millions of people for the better. Come build the health care system of tomorrow, making it more responsive, affordable and equitable. Ready to make a difference? Join us and start doing your life's best work.(sm) The Associate Director of 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 Assoc Director will be responsible for delivering annual and ongoing customer experience strategies for assigned portions of the holistic customer experience. 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 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 and manage 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
  • Delivery - Manages product, experience, lifecycle 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 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
    • Solid 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 OR 5+ years of hands on experience managing the digital consumer/member journey in marketing and/or digital roles
      • 5+ years of hands on experience managing the digital consumer/member journey in marketing and/or digital roles
      • 3+ years of experience in an ecommerce environment
      • Hands-on experience with web analytics software
      • Experience in a large matrixed organization
      • Business case development experience
      • Experience working with external agencies, consulting firms, and contractors
      • Experience managing multiple projects and timelines in a fast-paced environment
      • Proven track record of connecting digital experiences with key results Preferred Qualifications:
        • Master's Degree
        • B2C experience
        • Experience managing product management teams and agile test/optimize processes
        • Experience in digital product and experience
        • Experience with Adobe Experience Cloud or Google Analytics Careers at UnitedHealthcare Community & State. Challenge brings out the best in us. It also attracts the best. That's why you'll find some of the most amazingly talented people in health care here. We serve the health care needs of low income adults and children with debilitating illnesses such as cardiovascular disease, diabetes, HIV/AIDS and high-risk pregnancy. Our holistic, outcomes-based approach considers social, behavioral, economic, physical and environmental factors. Join us. Work with proactive health care, community and government partners to heal health care and create positive change for those who need it most. This is the place to do your life's best work.(sm) California, Colorado, Connecticut, Nevada, New York, Rhode Island, or Washington Residents Only: The salary range for California, Colorado, Connecticut, Nevada, New York, Rhode Island or Washington residents is $101,200 to $184,000. 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 employees working remotely will be required to adhere to UnitedHealth Group's Telecommuter Policy 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.

Keywords: UnitedHealth Group, Minnetonka , Associate Director, Experience - Remote - 2169829, Executive , Minnetonka, Minnesota

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