Consumer Consultant - Remote

Consumer Experience Specialist

Optum is a global organization that delivers care, aided by technology to help millions of people live healthier lives. The work you do with our team will directly improve health outcomes by connecting people with the care, pharmacy benefits, data and resources they need to feel their best. Here, you will find a culture guided by inclusion, talented peers, comprehensive benefits and career development opportunities.

Come make an impact on the communities we serve as you help us advance health optimization on a global scale. Join us to start Caring. Connecting. Growing together.

Position in this function is responsible for shaping, enhancing, and advocating for the consumer/customer experience across all channels of Optum Rx, including PBM and Pharmacy Care Services. Leverage various Voice-of-the-Customer data inputs to identify improvement opportunities and define best-in-class experiences with the organization's products and services. Partner cross-functionally across Optum Rx to ensure experience recommendations are translated into viable technology and/or business process requirements for prioritization, capital funding, and implementation.

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:

• Experience Analytics & Research:
  Perform research and analyze data and feedback to understand consumer/customer needs, pain points, and preferences and identify opportunities for improving consumer/customer satisfaction and engagement, leading to improved retention and growth support. Identify success metrics to measure outcomes and effectiveness of recommendations
• Cross functional Communication:
  Collaboration and stakeholder engagement with Senior Leaders for alignment to annual and long-term business strategies
• Experience Strategy & Design:
  Define key consumer experience needs and requirements for business process and/or system enhancements to build business cases that are aligned to P&L Owners business priorities
• Experience Optimization:
  Visualize experiences, needs, and recommendations with the appropriate audiences in a manner tailored to their understanding, level, or experience

Accountabilities:

• Analyze and synthesize insights using voice of customer data, surveys, market trends, research, operational data and other data inputs to clearly identify experience opportunities and recommended success metrics
• Collaborate with cross-functional teams to identify and integrate consumer-centric imperatives into business strategies and priorities and ensure systems and processes align with the consumer experience strategy
• Own the design of end-to-end consumer experiences, ensuring seamless interactions across various channels to enable ease and consistency
• Facilitate working sessions and create documentation to visualize and communicate end-to-end experiences to obtain stakeholder alignment

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:

• Previously worked or is currently working as a contractor placed at UHG or one of its subsidiaries or affiliates
• 2+ years of experience in consumer experience, journey transformation, service design, UX, product, operations, and/or enterprise change management
• 1+ years of experience translating customer insights, journey pain points, operational data, and competitive intelligence into strategic priorities, business cases, and measurable action plans
• Experience with Voice of Customer, consumer insights, data analysis, project management, KPI development
• Experience with business process modeling, including but not limited to visualizing and communicating complex experiences and processes, creating documentation (process maps, flowcharts, diagrams, presentations)
• Proven track record of successfully leading initiatives and…