Job type full-time
Full job description
Unitedhealthcare is a company that`s on the riseWe`re expanding in multiple directions, across borders and, most of all, in the way we thinkHere, innovation isn`t about another gadget, it`s about transforming the health care industryReady to make a difference? make yourself at home with us and start doing your life`s best work.(sm)
The director, customer strategy for individual & family (ifp) plans is a high visibility and high impact role responsible for developing customer insights and managing customer strategy execution across the ifp customer and member journeySuccess for this leader will be measured by overall membership conversion and retention, and customer satisfactionThis leader will be responsible for bringing clear customer insights into business operations and translate customer strategies to apply to business strategiesThrough research, analytics and testing, the leader will also participate in developing experience frameworks and guidelines and implement with ifp leadership to drive annual and ongoing sales, marketing, product, network, and clinical strategiesThis role requires deep expertise in consumer research, customer analytics, and digital analyticsThis role requires action orientation, critical thinking, and strong communication skills.
You’ll enjoy the flexibility to telecommute* from anywhere within united states as you take on some tough challenges.
Ifp customer strategy
Leverage internal and external resources to understand and internalize knowledge throughout ifp on consumer segments in the addressable exchange market
Determine and communicate an exchange customer strategy that will drive the most defensible, profitable, and scalable roi for the ifp business
Refresh customer insights on a regular basis and evolve and operationalize customer strategies accordingly
Ifp customer and member experience strategy
Serve as the ifp thought leader and expert on the ifp customer and customer needs
Work with ifp leadership to determine and communicate actionable customer strategies and participate in translating to experience principles, guidelines and frameworks that address touchpoints across the ifp customer/member journey
Work with internal and external partners and deliver ifp customer satisfaction (csat), nps (net promoter score), and voice of the customer (voc) programs to measure and drive improvements
Oversee proper and consistent customer feedback measurement methodologies across the customer and member experience
Lead peers and executives to understand the ifp customer and better the customer/member experience
Manage performance of external partners to provide world-class results within agreed on timelines and budgets
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.
Bachelor’s degree; masters preferred
7+ years of hands-on experience in customer research, analytics, insights, and strategy
Experience with web analytics software such as adobe experience cloud or google analytics
Experience managing performance of external agencies, consulting firms, and contractors
Full covid-19 vaccination is an essential requirement of this roleUnitedhealth group will adhere to all federal, state and local regulations as well as all client requirements and will obtain necessary proof of vaccination prior to employment to ensure compliance
Understanding of crm / martech dataset technologies and leveraging third party consumer data enhancements
Hands-on experience with business intelligence suites such as quicksight, qlikview, tableau, power bi is ideal, sql experience
Demonstrated progressive career and leadership accomplishments
Skilled in identifying issues related to statistical analysis, recommending options, and implementing solutions
Exceptional conceptualization skills, able to take abstract ideas and materialize them into strategies and execution plans
Excellent problem solving, planning and decision-making skillsAccurately scopes out projects, sets objectives and goals, develops schedules and resource assignments, measures performance against goals, and evaluates results
Strong communicator; capable of effectively presenting ideas and selling concepts and tactics at an executive level; ability to conceptualize and effectuate change management and `out-of-the-box` thinking
Proven cross-functional influence and well-developed relationship building skills, willing to take a leadership role driving initiatives, working across organizations and structuring approaches to new opportunities
To protect the health and safety of our workforce, patients and communities we serve, unitedhealth group and its affiliate companies now require all employees to disclose covid-19 vaccination status prior to beginning employmentIn addition, some roles require full covid-19 vaccination as an essential job functionUnitedhealth 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 complianceCandidates must be able to perform all essential job functions with or without reasonable accommodationFailure to meet the vaccination requirement may result in rescission of an employment offer or termination of employment.
Careers at unitedhealthcare medicare & retirementThe boomer generation is the fastest growing market segment in health careAnd we are the largest business in the nation dedicated to serving their unique health and well-being needsUp for the challenge of a lifetime? join a team of the best and the brightest to find bold new ways to proactively improve the health and quality of life of these 9 million customersYou`ll find a wealth of dynamic opportunities to grow and develop as we work together to heal and strengthen our health care systemReady? it`s time to do your life`s best work.(sm)
Colorado, connecticut or nevada residents only: the salary range for colorado residents is $110,200 to $211,700The salary range for connecticut / nevada residents is $110,200 to $211,700Pay is based on several factors including but not limited to education, work experience, certifications, etcIn 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 workplaceCandidates are required to pass a drug test before beginning employment.
Job keywords: director, digital, customer strategy, insights, consumer insights, voice of customer, nps, ecommerce, telecommute, telecommuting, telecommuter, work from home, work at home, remote, wah