The VP, Voice of Customer (VoC) is responsible for leading the enterprise Voice of Customer and customer experience strategy for Optum Insight Product & Services. This leader oversees Voice of Customer, Online Communities, Client Success, Value Advisor, and VoC Operations functions, transforming customer, market, and operational insights into strategic priorities, investment decisions, and measurable business outcomes.
Through enterprise leadership, governance, and cross-functional partnership, this role drives customer experience innovation, real-time customer intelligence, and closed-loop accountability across the organization. As a key leader within the Optum Insight NPS and Customer Experience ecosystem, the VP, VoC champions a customer-centric culture that improves customer satisfaction, value realization, retention, loyalty, and growth.
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 and develop a multi-functional organization spanning Voice of Customer, Online Communities, Client Success, Value Advisor, and VoC Operations functions, establishing strategic priorities, building organizational capability, and driving customer-centric business outcomes
- Define and lead the enterprise Voice of Customer and customer experience strategy, operating model, governance framework, and long-term roadmap, ensuring customer, market, operational, and field insights inform strategic decision-making, portfolio prioritization, and investment planning
- Build and scale enterprise customer intelligence capabilities, leveraging customer feedback, market insights, and operational data to drive proactive decision-making, identify emerging opportunities, and improve customer outcomes
- Own the Voice of Customer opportunity portfolio, driving prioritization and execution of customer-driven investments, product enhancements, service improvements, and strategic growth opportunities
- Oversee the Voice of Customer enhancement investment portfolio, prioritizing and allocating funding to customer-driven enhancements that improve customer experience, product adoption, and business outcomes
- Provide executive oversight for Optum Insight's Online Communities strategy, driving customer engagement, advocacy, feedback collection, and customer intelligence capabilities
- Define the vision, strategy, and operating model for Client Success and Value Advisor functions, ensuring alignment to customer value realization, retention, growth, and advocacy objectives
- Champion AI as a core driver of the team's success and proactively shape how AI is developed, deployed, and utilized
- Serve as the executive leader for Optum Insight Product NPS and a strategic voice within the broader Customer Experience ecosystem, influencing enterprise priorities and driving measurable improvements in customer satisfaction, loyalty, and business performance
- Partner across Product, Growth, Sales, Marketing, Client Delivery, Operations, Pricing, and Executive Leadership to align customer priorities with enterprise strategy, investment decisions, and growth objectives
- Drive enterprise adoption of customer insights, ensuring customer experience priorities are embedded into strategic planning, investment decisions, and execution across Optum Insight Product & Services
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:- 15+ years of progressive leadership experience in healthcare, technology, product, customer experience, strategy, operations, or a related enterprise environment
- 10+ years leading enterprise-scale, cross-functional teams, organizations, or capabilities with accountability for strategy, execution, governance, and business outcomes
- Experience leading senior leaders and multi-functional organizations, with accountability for strategy, capability development, operational performance, talent development, and organizational results
- Demonstrated expertise in customer experience, customer insights, business transformation, market intelligence, customer analytics, or related strategic disciplines
- Proven ability to translate customer, market, operational, and business insights into strategic priorities, investment decisions, product improvements, and measurable business outcomes
- Experience overseeing portfolio prioritization, investment planning, capital allocation, or funding decisions aligned to enterprise priorities and growth objectives
- Solid executive presence, communication, and influence skills, with the ability to align and mobilize senior stakeholders across a highly matrixed organization
- Demonstrated success building governance, operating models, and accountability frameworks that drive strategic decision-making, execution, and measurable results
- Experience building and scaling enterprise capabilities that enable strategic decision-making, operational excellence, and business performance
- Ability to operate in ambiguity, lead transformation, and shape new ways of working across a complex enterprise environment
*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 $200,400 to $343,500 annually based on full-time employment. We comply with all minimum wage laws as applicable.
