Director, Enterprise Experience Strategy and Design - Remote

UnitedHealth Group; Eden Prairie (MN); Hybrid; Confidential; Full time

Benefits offered by this job

Remote work within the U.S.

Job summary

UnitedHealth Group is seeking a Senior Leader to drive enterprise experience strategy and AI-enabled transformation across channels, shaping future-state offerings. You will lead human-centered design, journey mapping, and analytics to deliver measurable improvements for consumers, providers, and clients.

The role requires strong executive communication, stakeholder management, and the ability to align multiple business units in a complex matrixed organization.

Qualifications

• 10+ years of experience leading customer experience, service design, digital transformation, product strategy, or business transformation initiatives.
• Experience leading enterprise AI transformation, including strategy and adoption.
• Experience developing and leading high-performing teams with coaching.
• Experience leveraging qualitative/quantitative research and Voice of Customer data.
• Proven expertise in human-centered design, journey mapping, and experience architecture.
• Expertise applying AI to enhance insight generation and outcomes, translating to business value.
• Proficiency with Miro, Figma, Mural, Lucidchart or similar tools.
• Demonstrated ability to influence executive stakeholders in a matrixed organization.
• Strong business acumen with ability to build business cases and justify investments.
• Ability to manage multiple strategic priorities and drive organizational change.

Responsibilities

• Lead enterprise experience strategies aligned with priorities and objectives.
• Identify opportunities to improve stakeholder outcomes across channels and business lines.
• Translate needs and insights into actionable recommendations and investment priorities.
• Drive AI-enabled experience strategy, architecture and design to deliver scalable solutions.
• Lead cross-functional collaboration and executive-level decision making.

Job description

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.

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.

Primary Responsibilities:

Enterprise Experience Strategy:

• Develop and lead enterprise experience strategies that align with organizational priorities and business objectives
• Identify opportunities to improve constituent outcomes, engagement, satisfaction, retention, and growth across channels and lines of business
• Translate consumer needs, market insights, and business requirements into actionable experience recommendations and investment priorities.
• Build business cases that connect experience improvements to measurable business value and outcomes
• Drive AI-enabled experience strategy, architecture, and design practices to uncover insights, shape future-state experiences, and deliver innovative, scalable solutions

Human-Centered Design & Experience Architecture:

• Lead end-to-end experience strategy and design efforts using human-centered design principles, AI-enabled tools, and advanced design methodologies to accelerate insight generation, ideation, and solution development
• Design and optimize omnichannel experiences across digital, operational, service, AI-powered, and agent-assisted touchpoints
• Develop journey maps, service blueprints, personas, experience architectures, and future-state experience visions that leverage AI and agentic capabilities to create more intelligent, personalized, and proactive experiences
• Drive the enterprise AI and agentic experience vision, identifying opportunities to embed AI-powered assistants, automation, and emerging technologies into consumer, provider and client journeys to improve outcomes, efficiency, and satisfaction
• Facilitate ideation, co-creation, and innovation workshops to identify and prioritize experience improvements

Insights, Research & Experience Analytics:

• Lead the synthesis of consumer, market, operational, and business insights using advanced analytics, AI-powered research tools, and emerging technologies to identify experience opportunities and inform strategic decision-making
• Analyze behavioral, attitudinal, operational, Voice of Customer, and AI-derived insights to uncover trends, pain points, unmet needs, and opportunities for innovation across the customer journey
• Establish success metrics, measurement frameworks, and AI-enabled monitoring capabilities to evaluate the impact of experience initiatives and drive continuous improvement
• Translate complex data, research findings, and AI-generated insights into clear, executive-ready recommendations, business cases, and action plans that influence strategy and investment decisions

Leadership & Cross-Functional Collaboration & AI Transformation:

• Lead and develop high-performing experience professionals while fostering a culture of collaboration, innovation, and continuous improvement
• Influence leaders across Optum, UnitedHealthcare, and UnitedHealth Group to align on experience priorities and transformation efforts
• Partner with product, technology, operations, marketing, clinical, and business teams to integrate consumer-centric principles into strategic initiatives
• Drive alignment across stakeholders and facilitate decision-making in a highly matrixed environment
• Lead enterprise AI transformation initiatives, establishing strategic roadmaps, advancing AI and agentic capabilities, and driving adoption that improves consumer outcomes, operational performance, and business growth

Experience Transformation & Optimization:

• Lead strategic initiatives that modernize and improve experiences, business processes, and organizational capabilities
• Drive prioritization of high-value experience opportunities and investment decisions
• Monitor outcomes and continuously optimize experiences based on consumer/provider/client feedback, business performance, and emerging trends
• Present progress, recommendations, and results to executive leadership

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:

• 10+ years of experience leading customer experience, service design, digital transformation, product strategy, or business transformation initiatives, including responsibility for enterprise-scale strategy development and execution
• Experience leading enterprise AI transformation, including strategy, adoption, operating model evolution, workforce enablement, and value realization
• Experience developing and leading high-performing teams, including coaching, mentoring, and fostering a culture of collaboration, innovation, and continuous improvement
• Demonstrated experience leveraging qualitative and quantitative research, Voice of Customer data, operational metrics, and market insights to develop recommendations, influence decision-making, and establish performance measurement frameworks
• Proven expertise applying human-centered design methodologies, journey mapping, service design, experience architecture, and research to identify opportunities and deliver measurable business outcomes
• Expertise applying AI technologies to enhance insight generation, decision-making, problem-solving, and experience delivery, with the ability to translate emerging capabilities into business value and improved outcomes
• Proficiency with experience design, collaboration, and visualization tools such as Miro, Figma, Mural, Lucidchart, or similar platforms
• Demonstrated success influencing executive stakeholders and driving alignment across multiple business units in a complex, matrixed organization
• Demonstrated solid business acumen with experience building business cases, prioritizing investments, and connecting experience improvements to growth, operational performance, and financial outcomes
• Demonstrated ability to manage multiple strategic priorities simultaneously while leading organizational change and driving stakeholder alignment
• Proven ability to lead large-scale, cross-functional initiatives and influence executive stakeholders across complex, highly matrixed organizations
• Proven exceptional executive communication, facilitation, and presentation skills, with the ability to translate complex concepts and insights into clear, actionable recommendations for senior leadership

Preferred Qualifications:

• Certifications in Human-Centered Design, Design Thinking, User Experience (UX), Service Design, or related disciplines
• Healthcare, health services, or regulated industry experience
• Experience leading enterprise experience transformation initiatives across multiple business units and channels
• Experience with customer experience measurement frameworks, including Net Promoter Score (NPS), Voice of Customer (VoC), and customer journey analytics

*All employees working remotely will be required to adhere to UnitedHealth Group's Telecommuter Policy

Pay is based on several factors including but not limited to local labor markets, education, work experience, certifications, etc. In addition to your salary, we offer 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 us, you'll find a far-reaching choice of benefits and incentives. The salary for this role will range from $134,600 - $230,800 annually based on full-time employment. We comply with all minimum wage laws as applicable.

Application Deadline: This will be posted for a minimum of 2 business days or until a sufficient candidate pool has been collected. Job posting may come down early due to volume of applicants.

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.

UnitedHealth Group is an Equal Employment Opportunity employer under applicable law and qualified applicants will receive consideration for employment without regard to race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, or protected veteran status, or any other characteristic protected by local, state, or federal laws, rules, or regulations.

UnitedHealth Group is a drug-free workplace. Candidates are required to pass a drug test before beginning employment.