Introduction to UnitedHealthcare
At UnitedHealthcare, we are dedicated to simplifying the healthcare experience, creating healthier communities, and removing barriers to quality care. Our mission is to help people live healthier lives and make the health system work better for everyone. We believe that everyone deserves the opportunity to live their healthiest life, and we are committed to mitigating our impact on the environment and enabling and delivering equitable care that addresses health disparities and improves health outcomes.
Job Overview
We are seeking an experienced and skilled Associate Director, Voice of the Customer Strategy to join our team. As a high-visibility and high-impact role, you will be responsible for developing customer insights and managing customer strategy execution across the Individual & Family Plans (IFP) customer and member journey. Your success will be measured by overall membership conversion and retention, net promoter score improvement, and customer satisfaction. You will lead the growth of a consumer-centric Voice of the Customer program, bringing clear customer insights into business operations and translating customer strategies into actionable business strategies.
Key Responsibilities
- 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 KPIs 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, including developing a report to track key NPS metrics and trends, monitoring performance, customer pain points, and NPS trends, weekly reporting, and triage member issues
- Evolving and managing a governance structure to report on progress and drive accountability
- Working with internal and external partners to deliver IFP Customer Satisfaction (CSAT), NPS (Net Promoter Score), and other customer feedback
- Overseeing proper and consistent Customer feedback measurement methodologies across the Customer and Member experiences
- Developing and maintaining a VOC Dashboard (Power BI or SharePoint) that is available for self-service, including KMI NPS Reports, Digital NPS report, Verbatims, Pain point Analysis by journey, Calls NPS, Grievances & Complaints, and Unstructured Feedback
Team Leadership
- Leading peers and executives to understand the IFP customer and better the Customer/Member experience
- Managing performance of internal and external partners to provide world-class results within agreed-on timelines and budgets
- Leading, mentoring, and growing IFP's Voice of the Consumer team
Essential Qualifications
To be successful in this role, you will need:
- A 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 skills 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
- 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 Qualifications
A Master's degree is preferred, but not required.
What We Offer
We offer a competitive salary range of $101,200 to $184,000, depending on location and experience. In addition to your salary, UnitedHealth Group offers a comprehensive benefits package, incentive and recognition programs, equity stock purchase, and 401k contribution. We also provide a dynamic and supportive work environment that encourages growth and development.
Work Environment and Company Culture
At UnitedHealth Group, we value diversity and inclusion, and we are committed to creating a workplace that is welcoming and inclusive to all employees. We believe that diversity creates a healthier atmosphere, and we are an Equal Employment Opportunity/Affirmative Action employer. We are also committed to mitigating our impact on the environment and enabling and delivering equitable care that addresses health disparities and improves health outcomes.
How to Apply
If you are a motivated and experienced professional looking for a new challenge, please submit your application without delay. We are keen to hear from talented candidates like you.
Conclusion
As an Associate Director, Voice of the Customer Strategy, you will play a critical role in shaping the customer experience and driving business growth. If you have a passion for customer insights, experience development, and team leadership, we encourage you to apply for this exciting opportunity. Join our team and help us create a healthier and more equitable healthcare system for all.
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