Director, Business Relationship Management - Customer Experience

United Health Group is a health care and well‑being company that's dedicated to improving the health outcomes of millions around the world. We are comprised of two distinct and complementary businesses, United Healthcare and Optum, working to build a better health system for all. Here, your contributions matter as they will help transform health care for years to come. Make an impact with a team that shares your passion for helping others.

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The Director, Business Relationship Management / Customer Experience (BRM/CX) serves as the primary leader responsible for building a disciplined, enterprise-grade customer engagement and satisfaction capability within Corporate Real Estate. This role acts as the bridge between CRE service delivery teams and internal business stakeholders, ensuring customer needs are understood, measured, and translated into actionable service improvements and portfolio decisions.

The Director will lead the strategy, governance, and execution of a comprehensive customer relationship and customer feedback program spanning tactical service feedback, periodic pulse surveys, and deep strategic customer satisfaction assessments. This role will also establish a structured process to convert customer insight into measurable actions that improve service quality, strengthen business relationships, and enhance enterprise value.

This position reports to a senior CRE leader and maintains a strong dotted-line partnership with Analytics / Performance Management to ensure customer insights are statistically sound, analytically robust, and connected to operational and business outcomes.

• Customer Relationship Management
  • Serve as the leader for internal customer relationship management across the CRE function
  • Establish and maintain a formal business relationship management model for key internal customers, business units, and leadership stakeholders
  • Develop stakeholder maps, engagement plans, business account profiles, and relationship cadences for major internal client groups
  • Act as a strategic liaison between internal customers and CRE service lines, ensuring customer priorities are understood and reflected in delivery plans
  • Identify emerging business needs, service gaps, friction points, and opportunities to improve the customer experience
• Customer Experience & Satisfaction Strategy
  • Design and own the enterprise approach to measuring customer satisfaction across CRE services, including:
    • transactional / tactical feedback
    • pulse surveys
    • annual or semi-annual deep‑dive satisfaction assessments
    • major project and move/renovation feedback
    • location, service‑line, and persona‑based experience insights
  • Build a standardized survey framework that balances operational responsiveness with strategic insight
  • Ensure surveys and listening mechanisms are aligned to business priorities, service delivery models, and key CRE touchpoints
  • Create a closed‑loop feedback process to ensure customer concerns are acknowledged, routed, addressed, and resolved
• Voice of the Customer Program Leadership
  • Establish and lead a formal Voice of the Customer (VoC) program for Corporate Real Estate
  • Integrate qualitative and quantitative customer input from surveys, stakeholder interviews, service interactions, issue logs, and operational data
  • Lead the interpretation of customer sentiment and satisfaction trends, translating findings into practical recommendations for service line leaders and CRE leadership
  • Drive regular review forums to evaluate key themes, root causes, and improvement opportunities
• Partnership with Analytics and Performance Management
  • Partner closely with Analytics / Performance Management to ensure customer measurement methods are credible, consistent, and decision‑useful
  • Define and monitor customer KPIs, service experience metrics, and account health indicators
  • Support the creation of dashboards and scorecards that connect customer satisfaction to operational metrics such as response times, work order performance, project outcomes, utilization, condition, and cost
  • Help develop segmentation, trend analysis, driver analysis, and, where appropriate,…