If you want to achieve more in your mission of health care, you have to be really smart about the business of health care. Challenge yourself, your peers and our industry by shaping what health care looks like and doing your life’s best work.(sm)
This Associate Director will deploy centralized Voice of Customer (VOC) collection, analysis and closed loop technologies and strategies across the Lines of Business (LOB) and provider to ensure end-to-end system continuity, enhancements and break fixes.
This Associate Director will drive complex technical solutions and customer experience strategy development and will collaborate closely with Operational and LOB Consumer & Customer Experience (CX) Leadership on Net Promoter Score (NPS) initiatives and experiential improvements. Position is self-directed and will direct other and expected to work on complex issues, can identify solutions to non-standard requests and can translate concepts into practice.
You’ll enjoy the flexibility to telecommute* from anywhere within the U.S. as you take on some tough challenges.
Primary Responsibilities
- Direct the strategic planning, vision setting and socialization of surveys for post contact and event triggered channels
- Prioritize the execution of new survey deployments, modifications, changes and the development of the analytic layers of Qualtrics
- Manage end to end technology stack of Everest IVR based survey including survey administration, machine transcription, data enrichment and data visualization
- Oversee the invoicing and tracking of spend by survey volume for LOBs and Provider
- Assesses and interprets stakeholder technical and customer experience requirements of survey projects, including sources of operational data, procedures to be used, and survey design
- Monitor, analyze, audit and administer survey data flow end to end including survey offer, machine transcription, data enrichment and bidirectional application program interface (API) feeds from internal data repositories to third party vendor
- Direct the survey administration process including: remediation of tickets submitted by internal customers and business partners including outages, access and ad-hoc analysis
- Manage Inner-Closed-Loop ticket workflow execution and strategy and influence operational teams to adopt best practices to effectively recover individual detractors but also provide aggregate level reporting that surfaces biggest areas of experience improvements
- Establish and advance strategic partnership with Qualtrics to establish best in class CX program
- Participate in cross enterprise NPS and VOC steering and governance to implement and maintain the highest standards
- Collaborate with other researchers and survey development subject matter experts (SME’s)
- Ability to work with multiple business partners to integrate post contact survey into their departments
- Analyze VOC results and have the ability to identify emerging pain points and tell a compelling story that drives improvements in the customer experience
- Serve as a resource to others, coaches and guides others including employees outside direct reporting structure
Demonstrated Skills
- Excellent analytical, mathematical, and creative problem-solving skills
- Excellent listening, interpersonal, written, and verbal communication skills
- Logical and efficient, with keen attention to detail
- Highly self-motivated and self-directed
- Ability to effectively prioritize and execute tasks while under pressure
- Strong customer service orientation
- Able to exercise independent judgment and take action on it
- Eye for transformation and innovation opportunities
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
- 5+ years of experience in data analysis, reporting / business intelligence, statistical modeling, business analysis, or journey mapping
- 5+ years in a consumer experience (or similar) role creating insights and influencing decision makers
- 5+ years managing vendor relationships
- 5+ years leading people and teams
- Experience in managing program/project plans and roadmaps
- Proficiency in MS Office (Outlook, Word, PowerPoint)
- Advanced level of proficiency with MS Excel
Preferred Qualifications
- Bachelor’s Degree
- Experience working with virtual teammates and stakeholders
- Net Promoter System certified or experience implementing a NPS system
- Prior experience using natural language processing technology and/or machine learning algorithms to perform analysis
- Prior experience working with customer feedback including, but not limited to, survey data
- Tableau dashboard development or user experience
- Experience in NICE/Nexidia, SAS, Qualtrics, data architecture, or data lake/big data solutions
Careers with UnitedHealthcare. Let’s talk about opportunity. Start with a Fortune 6 organization that’s serving more than 85 million people already and building the industry’s singular reputation for bold ideas and impeccable execution. Now, add your energy, your passion for excellence, your near-obsession with driving change for the better. Get the picture? UnitedHealthcare is serving employers and individuals, states and communities, military families and veterans where ever they’re found across the globe. We bring them the resources of an industry leader and a commitment to improve their lives that’s second to none. This is no small opportunity. It’s where you can do your life’s best work.(sm)
- 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 workplace. Candidates are required to pass a drug test before beginning employment.
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