Associate Director, Voice of the Customer Strategy - Remote

At UnitedHealthcare, we?re simplifying the health care experience, creating healthier communities and removing barriers to quality care. The work you do here impacts the lives of millions of people for the better. Come build the health care system of tomorrow, making it more responsive, affordable and equitable. Ready to make a difference? Join us to start Caring. Connecting. Growing together.

The Associate 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 journey. Success for this leader will be measured by overall membership conversion and retention, net promoter score improvement and customer satisfaction. This leader will be responsible for the growth of a consumer centric voice of the customer program, bringing clear customer insights into business operations and translating customer strategies to actionable business strategies. Through 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 strategies.

This role requires deep expertise in consumer research, net promoter score (NPS), customer and digital analytics. This role requires action orientation, critical thinking, and solid communication skills.

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

Primary Responsibilities:

IFP Customer Strategy

Serve as the IFP thought leader and expert on the IFP Customer and Customer needs across the customer journey and operational areas
Work with IFP leadership to determine and communicate actionable customer strategies and participate in translating into Experience principles, guidelines and frameworks that address touchpoints across the IFP customer/member journey
Leverage internal and external resources to understand, document and internalize knowledge throughout IFP market, related consumer segments, competitive benchmark, customer pain points/needs and jobs to be done 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
In partnership with our VP of Marketing, define market research / learning plan, refresh customer insights on a regular basis and evolve and operationalize customer strategies accordingly
Develop a deep understanding of how the member?s experience drives business KPI?s such as retention, member lifetime value and loyalty

IFP Voice of the Customer Program Management

Grow and manage the IFP?s Voice of the Customer (VOC) program that includes: Develop a to report key NPS metrics and trends, monitor performance, customer pain points and NPS trends, weekly reporting amd triage member issues, submit tickets and report resolution
Evolve and manage a governance structure to report on progress and drive accountability
Work with internal and external partners and deliver IFP Customer Satisfaction (CSAT), NPS (Net Promoter Score), and other customer feedback
Oversee proper and consistent Customer feedback measurement methodologies across the Customer and Member experiences
Develop and maintain a VOC Dashboard (Power BI or SharePoint) that is available for self-service , that includes: KMI NPS Reports, Digital NPS report, Verbatims, Pain point Analysis by journey, Calls NPS, Grievances & Complaints and Unstructured Feedback

Team Leadership

Lead peers and executives to understand the IFP customer and better the Customer/Member experience
Manage performance of internal and external partners to provide world-class results within agreed on timelines and budgets
Lead, mentor and grow IFP?s Voice of the Consumer team

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:

Bachelor?s degree OR 5+ years of experience managing customer listening posts, such as NPS programs, transactional survey programs, or event-based survey
5+ years of experience managing customer listening posts, such as NPS programs, transactional survey programs, or event-based survey
3+ years of experience in a Voice of the Customer Program Manager role or similar role
Hands on experience with Business Intelligence suites such as QuickSight, Qlikview, Tableau, Power BI is ideal, SQL experience
Experience with web analytics software such as Adobe Experience Cloud or Google Analytics
Experience managing performance of external agencies, consulting firms, and contractors
Understanding of CRM/Martech dataset technologies and leveraging third party consumer data enhancements is ideal
Proven skilled in identifying issues related to statistical analysis, recommending options, and implementing solutions
Demonstrated progressive career and leadership accomplishments
Proven exceptional conceptualization skills, able to take abstract ideas and materialize them into strategies and execution plans
Proven excellent problem solving, planning and decision-making skills. Accurately scopes out projects, sets objectives and goals, develops schedules and resource assignments, measures performance against goals, and evaluates results
Proven solid 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

Preferred Qualification:

Master's degree

California, Colorado, Connecticut, Nevada, New Jersey, New York, Rhode Island, or Washington Residents Only: The salary range for California, Colorado, Connecticut, Nevada, New Jersey, New York, Rhode Island or Washington residents is $101,200 to $184,000. 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 employees working remotely will be required to adhere to UnitedHealth Group?s Telecommuter Policy

At UnitedHealth Group, our mission is to help people live healthier lives and make the health system work better for everyone. We believe everyone?of every race, gender, sexuality, age, location and income?deserves the opportunity to live their healthiest life. Today, however, there are still far too many barriers to good health which are disproportionately experienced by people of color, historically marginalized groups and those with lower incomes. We are committed to mitigating our impact on the environment and enabling and delivering equitable care that addresses health disparities and improves health outcomes ? an enterprise priority reflected in our mission.

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.

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