VP, Voice of Customer - Optum Insight Product & Services

VP, Voice Of Customer

Optum Insight is improving the flow of health data and information to create a more connected system. We remove friction and drive alignment between care providers and payers, and ultimately consumers. Our deep expertise in the industry and innovative technology empower us to help organizations reduce costs while improving risk management, quality and revenue growth. Ready to help us deliver results that improve lives?

Join us to start Caring. Connecting. Growing together.

The VP, Voice of Customer 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…