Experience Design Consultant - Telecommute

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)

You are a strategic thought leader who thrives on developing new solutions to solve tough challenges. As a critical member of our customer experience team, you will help rewrite the future of UnitedHealth Group. Here, your strategic and innovative skills will help us with our mission of helping people live healthier lives. Yes, we share a mission that inspires. And we need your talents and business discipline to help fuel that mission. Are you ready to use data and research to capture the voice of the consumer to deliver bold solutions to impact the lives of millions?

As an Experience Consultant, you will be empowered to leverage a human-centered design approach to support short- and long-term business goals. You will be the primary representative responsible for delivering business value through consumer-centric experience design. You will use customer data and insights to develop personas, journey maps and other CX design materials that will help inform business case recommendations that you will present to stakeholders to influence change. You will partner closely with product, operational, and clinical business owners to track and measure changes in the customer experience for continuous improvement. You will be an advocate that relentlessly operates cross-functionally across the enterprise to execute best-in-class experiences improving the lives of our consumers. Join us! Your passion for performance can fuel your life's best work.(sm)

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

Purpose of Job:

• Advocate, partner and represent the end-to-end customer experience across the enterprise for opportunities, key initiatives and priorities promoting a customer-centric culture and action

Primary Responsibilities:

• Advocate for and promote a customer-centric design culture, setting a clear vision on what good looks like
• Serve as the point of contact and trusted partner for experience design to business stakeholders, advising on how to best solve for their needs and recommending approaches that leverage experience capabilities
• Champion the need for change, assessing change readiness and change management
• Guide teams in identifying and prioritizing key pain points using data-driven insights
• Facilitate ideation with cross-functional stakeholders to design ideal future state and co-creation activities with consumers to ensure needs are met
• Test new strategies for driving value
• Partner and build solid relationships with functional business areas, executive sponsors and enabling areas to drive and influence the prioritization of improved consumer experiences
• Facilitate discussion, decision-making, and conflict resolution
• Provide support to the team using a servant leadership style whenever possible and leading by example
• Manage end-to-end timelines, issues and risks to promote 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 or related field and/or equivalent education and experience
• 5+ years of combined experience and a proven track record of driving transformational change and delivering measurable results, and developing and leading consumer experience programs or initiatives
• 5+ years of demonstrated ability to develop and implement business strategies and assess business performance in a cross functional environment
• 2+ years of experience design / human-centered design experience
• Experience presenting and influencing for senior level executives and at all levels within multi- business segments
• Experience working in a team-oriented, collaborative environment
• Intermediate level of proficiency with MS PowerPoint, Excel, and experience with collaborative design tools (e.g., Miro)
• 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:

• Net Promoter System certified or experience implementing NPS system elements
• Experience in healthcare industry
• Experience in working with health systems, patient access, and/or digital care/product
• Experience working in a matrix environment and with virtual & globally located employees
• Experience in digital strategy
• Excellent verbal, written, listening, and interpersonal communication skills
• Excellent analytical and creative problem-solving skills
• Logical and efficient, with keen attention to detail
• Highly self-motivated and directed
• Ability to effectively prioritize and execute tasks while under pressure
• Empathetic and compassionate; able to put yourself in the shoes of others
• Authentic, bringing whole self to the workplace
• Ability to challenge the status quo
• Curious, research-minded
• Contributes to and appreciates diversity of thinking
• Leverages data to drive decisions
• Thought leader, creative, and passionate

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 $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/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.