Sr Director, Head of Experience and NPS Activation, Optum Financial - Remote

UnitedHealth Group•Eden Prairie, MN

5d•$159,300 - $273,200•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. Reporting to the Optum Financial Employer COO, the Sr. Director, Head of Experience & NPS Activation sets the Employer experience strategy and defines the enterprise approach that can scale across Optum Financial. The role is scoped for solid cross-functional leadership today, with recommended enhancements below that would position it more clearly at a VP level over time. The role leads a small team and a broader cross-functional center of excellence to identify priority journeys, define leading indicators, govern closed-loop feedback and service recovery, and mobilize action across business, operations, product, service, digital, and analytics teams. Success in the role requires solid experience strategy, VOC, analytics, and change leadership capabilities, along with the ability to influence enterprise decisions and deliver measurable gains in experience and NPS. 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

5+ years of progressive leadership experience in customer or consumer experience, journey transformation, service design, UX, product, operations, and/or enterprise change leadership
5+ years of experience leading voice of customer, customer insight, NPS, or comparable experience measurement and activation programs
5+ years of experience translating customer insights, journey pain points, operational data, and competitive intelligence into strategic priorities, business cases, and measurable action plans

Nice To Haves

Experience in healthcare, financial services, benefits administration, or a similarly complex regulated environment
Experience leading enterprise experience, VOC, or customer insight programs across a complex matrixed organization

Responsibilities

Experience Strategy & NPS Activation: Set the experience strategy for the Employer business and define the enterprise approach that can be scaled across Optum Financial. Partner with senior leaders to align priorities to business strategy, growth, retention, service performance, and product roadmap decisions. Establish the strategic framework, governance, intake, prioritization approach, and decision processes required to convert feedback into measurable experience improvement
Journey Prioritization & Experience Design: Identify and prioritize the journeys that matter most for employers / clients and employees / consumers, with a clear focus on moments that matter, pain points, and sources of friction. Partner with cross-functional teams to design experience improvements and solution approaches that address root causes, remove barriers, and improve outcomes across channels and functions. Translate research, VOC, competitive intelligence, and operational data into prioritized experience initiatives and strategic "big bets" tied to clear customer outcomes, business value, and measurable adoption
Measurement & Business Impact: Define the leading and lagging indicators that provide a clear view of experience and NPS performance, including the KPIs most predictive of future improvement. Partner with Experience Measurement & Insights and Data & Analytics teams to analyze relational and transactional NPS, verbatims, journey-level feedback, operational performance, and the business impact of promoter and detractor behaviors where possible. Report progress on priorities and action plans, surface performance risks and opportunities, and ensure leadership has the insights needed to accelerate results
VOC Communication & Closed-Loop Activation: Define the communication and closed-loop feedback approach that provides clear visibility into experience insights, NPS learnings, action plans, and improvements underway. Partner with business and operations teams to govern the ownership model for feedback follow-up, escalation, and service recovery so roles, handoffs, and accountability are clear and effective. Create executive-ready narratives, mobilize leaders and frontline teams around action, and ensure customer feedback is translated into learning, issue resolution, and measurable improvement
Governance & Enterprise Alignment: Lead a small team and a cross-Optum Financial center of excellence that aligns Experience Measurement & Insights, Data & Analytics, Product, Operations, Service, and digital teams around shared priorities, action plans, and decision making. Partner with these functions to establish the governance, operating rhythm, and decision rights needed to advance experience initiatives consistently, avoid fragmented solutions, and ensure accountability for results. Provide an enterprise view that clarifies trade-offs, aligns execution, and improves the end-to-end experience across Optum Financial