Director, Business Relationship Management - Customer Experience

UnitedHealth Group•Eden Prairie, MN

8d•$134,600 - $230,800

About The Position

The Director, Business Relationship Management / Customer Experience (BRM/CX) serves as the primary leader responsible for building a disciplined, enterprise-grade customer engagement and satisfaction capability within Corporate Real Estate. This role acts as the bridge between CRE service delivery teams and internal business stakeholders, ensuring customer needs are understood, measured, and translated into actionable service improvements and portfolio decisions. The Director will lead the strategy, governance, and execution of a comprehensive customer relationship and customer feedback program spanning tactical service feedback, periodic pulse surveys, and deep strategic customer satisfaction assessments. This role will also establish a structured process to convert customer insight into measurable actions that improve service quality, strengthen business relationships, and enhance enterprise value. This position reports to a senior CRE leader and maintains a strong dotted-line partnership with Analytics / Performance Management to ensure customer insights are statistically sound, analytically robust, and connected to operational and business outcomes.

Requirements

10+ years of experience in corporate real estate, facilities management, workplace experience, customer experience, business relationship management, operations, consulting, or a related field
Experience developing and leading customer satisfaction, customer experience, stakeholder engagement, or service improvement programs
Experience working cross-functionally across operations, strategy, project delivery, and analytics teams
Experience preparing and presenting to senior leadership
Background translating customer feedback and business needs into operational improvements and executive-level insights
Demonstrated success managing senior stakeholder relationships in complex corporate environments
Exceptional relationship management and stakeholder engagement skills
Solid executive presence with the ability to influence without direct authority
Ability to connect tactical service issues to broader strategic implications
Solid analytical orientation and comfort working with data, trends, and performance reporting
Excellent written and verbal communication skills, including executive summarization
Ability to lead through ambiguity and build new capabilities in evolving environments
Solid problem-solving, prioritization, and organizational skills
Commitment to customer-centricity, accountability, and continuous improvement
Candidates are required to pass a drug test before beginning employment.

Nice To Haves

Experience within a large, complex, matrixed corporate real estate or facilities organization
Familiarity with CRE service lines such as facilities management, transactions, capital projects, workplace services, occupancy planning, or portfolio management
Experience with survey platforms, customer feedback tools, service management systems, and dashboard/reporting environments
Experience working with outsourced providers and/or integrated facilities management models
Exposure to customer analytics, KPI design, sentiment analysis, or service performance measurement

Responsibilities

Serve as the leader for internal customer relationship management across the CRE function
Establish and maintain a formal business relationship management model for key internal customers, business units, and leadership stakeholders
Develop stakeholder maps, engagement plans, business account profiles, and relationship cadences for major internal client groups
Act as a strategic liaison between internal customers and CRE service lines, ensuring customer priorities are understood and reflected in delivery plans
Identify emerging business needs, service gaps, friction points, and opportunities to improve the customer experience
Design and own the enterprise approach to measuring customer satisfaction across CRE services, including: transactional / tactical feedback, pulse surveys, annual or semi-annual deep-dive satisfaction assessments, major project and move/renovation feedback, location, service-line, and persona-based experience insights
Build a standardized survey framework that balances operational responsiveness with strategic insight
Ensure surveys and listening mechanisms are aligned to business priorities, service delivery models, and key CRE touchpoints
Create a closed-loop feedback process to ensure customer concerns are acknowledged, routed, addressed, and resolved
Establish and lead a formal Voice of the Customer (VoC) program for Corporate Real Estate
Integrate qualitative and quantitative customer input from surveys, stakeholder interviews, service interactions, issue logs, and operational data
Lead the interpretation of customer sentiment and satisfaction trends, translating findings into practical recommendations for service line leaders and CRE leadership
Drive regular review forums to evaluate key themes, root causes, and improvement opportunities
Partner closely with Analytics / Performance Management to ensure customer measurement methods are credible, consistent, and decision-useful
Define and monitor customer KPIs, service experience metrics, and account health indicators
Support the creation of dashboards and scorecards that connect customer satisfaction to operational metrics such as response times, work order performance, project outcomes, utilization, condition, and cost
Help develop segmentation, trend analysis, driver analysis, and, where appropriate, predictive or sentiment-based insights
Ensure reporting is suitable for frontline teams, service line leaders, and executive leadership
Convert customer feedback into structured improvement plans with clear ownership, timelines, and measurable outcomes
Partner with FM, project management, transactions, space planning, workplace experience, and other service lines to address root causes and improve delivery
Monitor and track follow-through on actions resulting from customer feedback
Help establish service recovery processes for low satisfaction events or recurring issues
Promote a culture of accountability, responsiveness, and continuous improvement across the CRE organization
Prepare executive-level summaries of customer satisfaction, service performance themes, risks, and opportunities
Present findings and recommendations to CRE leadership and other senior stakeholders in a concise, business-oriented manner
Lead governance processes related to customer feedback review, prioritization of improvement opportunities, and progress tracking
Ensure that customer insight is incorporated into strategic planning, portfolio decisions, service model evolution, and provider performance management
Recommend and help implement tools, platforms, and workflows to support customer relationship management and survey administration
Partner with digital, workplace technology, service management, and analytics teams to integrate feedback data where appropriate
Establish standards, documentation, and operating procedures for customer engagement and satisfaction measurement
Build organizational capability around customer listening, account management, issue escalation, and action planning
Support change management and communication efforts to improve adoption of customer-centric practices within CRE