Director, Customer Experience & Relationship Strategy

UnitedHealth-Grou; Eden Prairie (MN); On-site; USD 134,600 - 230,800; Full time

Benefits offered by this job

Comprehensive benefits package

Equity stock purchase

401k contribution

Job summary

UnitedHealth Group is seeking a Director of Business Relationship Management for Customer Experience to lead a disciplined, enterprise-grade customer engagement program within Corporate Real Estate. You will bridge CRE service delivery and internal stakeholders, translating customer needs into actionable service improvements and portfolio decisions.

You will partner with Analytics and PM to ensure robust measurement, lead governance of customer feedback, and drive strategies that improve service

Qualifications

• 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.

Responsibilities

• Lead internal customer relationship management across the CRE function and act as a strategic liaison between internal customers and CRE service lines.
• Design and own the enterprise approach to measuring customer satisfaction across CRE services, including surveys and feedback mechanisms.
• Establish and lead a formal Voice of the Customer program and integrate qualitative and quantitative input for actionable recommendations.
• Partner with Analytics/Performance Management to ensure credible measurement and dashboards linking customer satisfaction to operational metrics.
• Convert customer feedback into structured improvement plans with clear ownership and timelines.
• Prepare executive-level summaries of customer satisfaction, service performance themes, risks, and opportunities.

Skills

Relationship management

Stakeholder engagement

Executive communication

Data analysis

Tools

Survey platforms

Job description

UnitedHealth Group is seeking a Director of Business Relationship Management for Customer Experience to lead a disciplined, enterprise-grade customer engagement program within Corporate Real Estate. You will bridge CRE service delivery and internal stakeholders, translating customer needs into actionable service improvements and portfolio decisions.

You will partner with Analytics and PM to ensure robust measurement, lead governance of customer feedback, and drive strategies that improve service