Consumer Experience Consultant - Remote

UnitedHealth Group•Somerset, KY

10h•$91,700 - $163,700•Remote

About The Position

Optum is a global organization that delivers care, aided by technology to help millions of people live healthier lives. The work you do with our team will directly improve health outcomes by connecting people with the care, pharmacy benefits, data and resources they need to feel their best. Here, you will find a culture guided by inclusion, talented peers, comprehensive benefits and career development opportunities. Come make an impact on the communities we serve as you help us advance health optimization on a global scale. Join us to start Caring. Connecting. Growing together. Position in this function is responsible for shaping, enhancing, and advocating for the consumer/customer (Member, Patient, Prescriber, Employee, Client) experience across all channels (i.e. Digital, Phone, etc.) of Optum Rx, including PBM and Pharmacy Care Services. Leverage various Voice-of-the-Customer data inputs (surveys, market trends, research, operational reports) to identify improvement opportunities and define best-in-class experiences with the organization's products and services. Partner cross-functionally across Optum Rx to ensure experience recommendations are translated into viable technology and/or business process requirements for prioritization, capital funding, and implementation. You’ll enjoy the flexibility to work remotely from anywhere within the U.S. as you take on some tough challenges. For all hires in the Minneapolis or Washington, D.C. area, you will be required to work in the office a minimum of four days per week.

Requirements

Previously worked or is currently working as a contractor placed at UHG or one of its subsidiaries or affiliates.
2+ years of experience in consumer experience, journey transformation, service design, UX, product, operations, and/or enterprise change management
1+ years of experience translating customer insights, journey pain points, operational data, and competitive intelligence into strategic priorities, business cases, and measurable action plans
Experience with Voice of Customer, consumer insights, data analysis, project management, KPI development
Experience with business process modeling, including but not limited to visualizing and communicating complex experiences and processes, creating documentation (process maps, flowcharts, diagrams, presentations)
Proven track record of successfully leading initiatives and delivering experiences that positively impact consumer and business needs

Nice To Haves

Experience in healthcare, pharmacy benefit management, benefits administration

Responsibilities

Perform research and analyze data and feedback to understand consumer/customer needs, pain points, and preferences and identify opportunities for improving consumer/customer satisfaction and engagement, leading to improved retention and growth support.
Identify success metrics to measure outcomes and effectiveness of recommendations
Collaboration and stakeholder engagement with Senior Leaders (Operations & Capability) for alignment to annual and long-term business strategies
Define key consumer experience needs and requirements for business process and/or system enhancements to build business cases that are aligned to P&L Owners business priorities
Visualize experiences, needs, and recommendations with the appropriate audiences in a manner tailored to their understanding, level, or experience
Analyze and synthesize insights using voice of customer data, surveys, market trends, research, operational data and other data inputs to clearly identify experience opportunities and recommended success metrics
Collaborate with cross-functional teams to identify and integrate consumer-centric imperatives into business strategies and priorities and ensure systems and processes align with the consumer experience strategy
Own the design of end-to-end consumer experiences, ensuring seamless interactions across various channels (i.e. Digital, Phone, etc.) to enable ease and consistency
Facilitate working sessions (host meetings, workshops, etc.) and create documentation (journey maps, blueprints, touch point analysis, architecture diagrams, etc.) to visualize and communicate end-to-end experiences to obtain stakeholder alignment