Senior Director, UX CX Design - Service Transformation - 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.

This Sr. Director, UX/CX Design role is critical to advancing enterprise simplification and delivering a unified design approach across service tool rationalization within the Optum Enterprise Digital Product Office. As the design lead for Service Transformation, you will define and drive a single experience vision across service workflows, reducing complexity, improving consistency, and elevating user experience at scale.

You will lead a large portfolio and team, guiding design strategy from vision through execution. This role requires solid leadership to navigate ambiguity, influence cross-functional stakeholders, and ensure alignment. Bringing deep subject matter expertise in enterprise transformation, design-led innovation, and contact center user experience, you will simplify complex service ecosystems and deliver measurable impact across both employee and customer experiences.

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 oversee a complex portfolio of work aligned to Service Transformation and enterprise experience strategy

* Define and drive a unified experience vision across call center journeys

* Advance service tool rationalization efforts by simplifying workflows, reuse and cohesive, scalable design solutions

* Translate product and enterprise strategies into clear design vision, frameworks, and actionable plans

* Guide teams in turning complex, abstract problems into simple, elegant designs across desktop, chat and conversational experiences

* Drive cross-functional decision-making, influencing senior stakeholders across product, engineering, operations, and business teams

* Establish and communicate design strategy, priorities, and progress across a broad portfolio

* Ensure designs meet usability, accessibility (A11y), legal, and technical feasibility standards

* Foster a culture of design excellence, innovation, and continuous learning across teams

* Lead, coach, and develop a high-performing team, creating an inclusive and collaborative environment

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:

* Experience in contact center transformation

* Experience with service operations and enterprise workflow transformation

* Experience owning outcomes across large-scale enterprise transformation initiatives

* Experience managing large teams and portfolios, including developing leaders and driving performance

* Deep understanding of user-centered design principles, accessibility, and best practices

* Expertise in UX disciplines, including items like service design, interaction design, research, and prototyping

* Proven expertise designing for high-volume, high-complexity service environments where efficiency, accuracy, and usability are critical

* Proven ability to lead complex, cross-functional decision-making in a highly matrixed environment

* Solid proven executive presence with the ability to influence and align stakeholders at all levels

* Demonstrated ability to translate strategy into scalable design solutions and measurable impact

* Proven solid systems thinking and ability to simplify complex workflows and experiences

* Proven ability to manage ambiguity and drive clarity in…