Senior Consumer Experience Analyst

Optum; Eden Prairie (MN); On-site; USD 71,000 - 141,000; Full time

Job summary

Optum seeks a Senior Consumer Experience Analyst to enhance customer experiences through data analysis and project management. In this role, you will synthesize consumer feedback across various channels, working closely with cross-functional teams to implement improvements. The position promises competitive compensation and opportunities for career advancement within a supportive culture focused on health optimization.

Benefits

Comprehensive benefits package

401k contribution

Incentive and recognition programs

Qualifications

• 5+ years of experience in CX, Operations, Project Management, Research and Insights, or Marketing.
• Proven solid communicator both verbal and written.
• Ability to work at least three days per week in the office.

Responsibilities

• Summarize and synthesize Voice of Consumer feedback and insights.
• Analyze consumer pain points and identify themes from surveys.
• Manage CX initiatives and develop project plans.

Skills

Data analysis

Project management

Communication

Consumer advocacy

Tools

Microsoft Office Suite

PowerPoint

Job description

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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.

Position in this function is responsible for synthesizing, shaping, and advocating for the consumer/customer (Member, Patient, Prescriber, Employee, Client) experience across all channels (i.e. Digital, Phone, etc.) of Optum Health, Optum Financial and Cross-Enterprise. Organize, synthesize and leverage various Voice-of-the-Customer data inputs (surveys, market trends, research, operational reports) to assist CX Design team in recommending improvement opportunities and define best-in-class experiences with the organization's products and services. Develop and manage timelines, create CX measurement plans, track CX metrics and solutions, analyze consumer pain points, find themes and partner cross-functionally across Optum business units to ensure experience recommendations are translated into viable technology and/or business process requirements for prioritization, capital funding, and implementation.

Primary Responsibilities

• Summarize and synthesize Voice of Consumer feedback, behavioral data, market and consumer insights
• Analyze consumer pain points from survey feedback and find themes across consumer and market research as well as consumer dashboards to identify themes
• Partner with product leaders and functional experts to create CX action plans
• Develop CX measurement plans using CX metrics such as NPS, Call Volumes, Behavioral data, etc.
• Track CX metrics and operationalization progress to measure success of CX solutions
• Assist in Human Centered Design discovery, define, design and deliver process
• Project management for CX initiatives; managing backlogs, timelines, Kanbans, task lists, etc.
• Developing and implementing cross-functional communication with business partners across the business lines and functional areas
  
  

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 CX, Operations, Project Management, Research and Insights or Marketing
• 5+ years of experience summarizing data and insights from various sources
• 5+ years of experience managing multiple projects at the same time
• 3+ years of experience creating project plans including timing and action
• 3+ years of experience tracking success metrics and initiative progress using KPIs
• 3+ years of experience visualizing data using PowerPoint
• 5+ years of experience using Microsoft suite including PowerPoint and Excel
• 3+ year of experience using customer/consumer metric dashboards
• Proven solid communicator both verbal and written
• Proven proactive and independent self-starter
• Proven ability to collaborate well with others from different business teams and functional areas
• Proven consumer advocacy mindset
• Ability to work at least three days per week reporting to the Eden Prairie office location
  
  

Preferred Qualifications

• Experience with CX metrics such as NPS, Voice of Customer
• Experience in Healthcare industry
• Experience using AI tools such as Microsoft CoPilot
• Experience managing backlogs
• Experience using Human Centered Design process
• Experience using a CX Closed Loop issue resolution process
• Proven solid story-telling skills through PowerPoint or other presentation formats
  
  

UnitedHealth Group is working to create the health care system of tomorrow.

Already Fortune 4, we are totally focused on innovation and change. We work a little harder. We aim a little higher. We expect more from ourselves and each other. And at the end of the day, we're doing a lot of good.

Through our family of businesses and a lot of inspired individuals, we're building a high-performance health care system that works better for more people in more ways than ever. Now we're looking to reinforce our team with people who are decisive, brilliant - and built for speed.

Come to UnitedHealth Group, and share your ideas and your passion for doing more. We have roles that will fit your skills and knowledge. We have diverse opportunities that will fit your dreams.

The salary range for this role is $71,600 to $140,600 annually based on full-time employment. Pay is based on several factors including but not limited to local labor markets, education, work experience, certifications, etc. UnitedHealth Group complies with all minimum wage laws as applicable. 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.

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.

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Business Development and Sales

• Industries

  Hospitals and Health Care

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