Director, Enterprise Strategy and Design - Remote

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.

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.

• Develop and lead enterprise experience strategies that align with organizational priorities and business objectives
• Identify opportunities to improve constituent outcomes, engagement, satisfaction, retention, and growth across channels and lines of business
• Translate consumer needs, market insights, and business requirements into actionable experience recommendations and investment priorities.
• Build business cases that connect experience improvements to measurable business value and outcomes
• Drive AI-enabled experience strategy, architecture, and design practices to uncover insights, shape future-state experiences, and deliver innovative, scalable solutions

• Lead end-to-end experience strategy and design efforts using human-centered design principles, AI-enabled tools, and advanced design methodologies to accelerate insight generation, ideation, and solution development
• Design and optimize omnichannel experiences across digital, operational, service, AI-powered, and agent-assisted touchpoints
• Develop journey maps, service blueprints, personas, experience architectures, and future-state experience visions that leverage AI and agentic capabilities to create more intelligent, personalized, and proactive experiences
• Drive the enterprise AI and agentic experience vision, identifying opportunities to embed AI-powered assistants, automation, and emerging technologies into consumer, provider and client journeys to improve outcomes, efficiency, and satisfaction
• Facilitate ideation, co-creation, and innovation workshops to identify and prioritize experience improvements

• Lead the synthesis of consumer, market, operational, and business insights using advanced analytics, AI-powered research tools, and emerging technologies to identify experience opportunities and inform strategic decision-making
• Analyze behavioral, attitudinal, operational, Voice of Customer, and AI-derived insights to uncover trends, pain points, unmet needs, and opportunities for innovation across the customer journey
• Establish success metrics, measurement frameworks, and AI-enabled monitoring capabilities to evaluate the impact of experience initiatives and drive continuous improvement
• Translate complex data, research findings, and AI-generated insights into clear, executive-ready recommendations, business cases, and action plans that influence strategy and investment decisions

• Lead and develop high-performing experience professionals while fostering a culture of collaboration, innovation, and continuous improvement
• Influence leaders across Optum, United Healthcare, and United Health Group to align on experience priorities and transformation efforts
• Partner with product, technology, operations, marketing, clinical, and business teams to integrate consumer-centric principles into strategic initiatives
• Drive alignment across stakeholders and facilitate decision-making in a highly matrixed environment
• Lead enterprise AI transformation initiatives, establishing strategic roadmaps, advancing AI and agentic capabilities, and driving adoption that improves consumer outcomes, operational performance, and business growth

• Lead strategic initiatives that modernize and improve experiences, business processes, and organizational capabilities
• Drive prioritization of high-value experience opportunities and investment decisions
• Monitor outcomes and continuously optimize experiences based on consumer/provider/client feedback,…