The
Associate Director, Experience Intelligence leads complex, cross-functional initiatives that advance enterprise experience strategy and strengthen how experience data and insights are organized, connected, analyzed, and used across UnitedHealth Group. A primary focus of the role is managing the continued development and expansion of Experience Intelligence, including the Experience Intelligence Data Hub, enterprise experience taxonomies, supporting data infrastructure, dashboards, measurement frameworks, and governance processes.
Within the Optum Enterprise Digital Product Office, this role combines strong program and project management, analytical thinking, data fluency, and experience strategy. The Associate Director translates constituent needs, market and operational insights, and business priorities into actionable strategies, coordinated workplans, scalable frameworks, dashboard solutions, investment recommendations, and measurable outcomes. Working across Experience Intelligence, Data Product, Analytics, Technology, Operations, Product, Marketing, Clinical, and business teams, this role drives alignment, facilitates decisions, and helps prioritize initiatives that improve consumer outcomes, modernize experiences and capabilities, and deliver measurable business value.
This Associate Director leads efforts to advance Experience strategy across the business, ensuring seamless and impactful experiences across all channels and touchpoints. Identifies opportunities to improve products, services, and processes, driving initiatives that enhance satisfaction, loyalty, and business performance. Partners with business leaders and cross-functional teams to keep the consumer perspective at the forefront of decision-making.
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: - Lead complex, cross-functional consumer experience initiatives, translating enterprise priorities into actionable strategies, roadmaps, requirements, investment priorities, and measurable outcomes
- Manage the continued development and expansion of a consumer experience performance platform, including the data infrastructure, dashboards, experience taxonomies, measurement frameworks, governance processes, and supporting capabilities
- Develop and manage integrated project plans, milestones, dependencies, risks, decisions, resources, and executive updates across multiple workstreams
- Partner with Data Product, Analytics, Engineering, Architecture, Technology, Operations, Product, Marketing, Clinical, and business teams to define use cases, data needs, requirements, and acceptance criteria
- Coordinate the ingestion, mapping, connection, validation, and use of consumer, operational, digital, survey, interaction, financial, product, and other enterprise data
- Lead dashboard strategy and requirements, translating user needs into decision-ready metrics, visualizations, filters, drill-down capabilities, and prioritized enhancements
- Advance enterprise experience frameworks and taxonomies that consistently connect constituent needs, data, interactions, metrics, capabilities, and outcomes across businesses and channels
- Synthesize consumer, market, behavioral, operational, and Voice of Customer insights to identify unmet needs, experience opportunities, emerging trends, and high-value areas for investment
- Develop business cases, KPIs, and measurement frameworks that connect experience improvements to operational, financial, and business value
- Lead strategic initiatives that modernize experiences, business processes, and organizational capabilities, using constituent feedback and performance results to guide continuous improvement
- Build alignment across senior leaders and cross-functional stakeholders, facilitate decision-making, and communicate progress, recommendations, risks, and results to executive audiences
Skills - Enterprise experience strategy and transformation
- Program and project management
- Analytical thinking and data interpretation
- Dashboard strategy, requirements, and information design
- Consumer, market, operational, and Voice of Customer analytics
- KPI and measurement framework development
- Business-case development and value measurement
- Experience taxonomy and framework management
- Data quality, validation, mapping, and governance
- Experience and Data Requirements gathering, prioritization, and user acceptance testing
- Cross-functional leadership and executive influence
- Strategic thinking and disciplined execution
- Executive communication and data-driven storytelling
- Problem-solving, decision-making, and continuous improvement
- Ability to create structure and alignment within ambiguity
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: - 7+ years of experience in program management, project management, consumer experience, analytics, operations, product management, business strategy, data-enabled transformation, or a related discipline
- Experience developing consumer experience strategies and translating consumer needs, business requirements, and market insights into prioritized recommendations and measurable outcomes
- Experience defining or managing dashboards, analytics solutions, data platforms, experience frameworks, measurement programs, or data-enabled products
- Experience developing business cases, KPIs, and/or measurement frameworks that connect consumer experience improvements to business and operational value
- Experience partnering with data, analytics, product, technology, operations, marketing, clinical, and business teams to deliver cross-functional initiatives
- Experience establishing and/or managing governance, intake, prioritization, testing, and change-management processes
- Experience in healthcare, financial services, consumer services, or another large, highly regulated industry
- Demonstrated success leading complex, enterprise-scale initiatives and coordinating multiple workstreams in a highly matrixed organization
- Demonstrated ability to analyze qualitative and quantitative information, including behavioral, operational, market, and Voice of Customer data, and translate findings into executive-ready recommendations
- Demonstrated ability to influence senior stakeholders, facilitate alignment, and drive decisions across multiple business units
- Demonstrated solid project management, executive communication, facilitation, organizational, and stakeholder leadership capabilities
- Demonstrated ability to build trusted relationships and drive alignment across business, operations, product, technology, analytics, and experience teams by leading cross-functional decision-making, translating complex concepts into actionable insights, and influencing stakeholders through data-driven recommendations, sound judgment, and effective communication
*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 $112,700 - $193,200 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.
