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Hours Full-time, Part-time
Location Golden Valley, MN
Golden Valley, Minnesota

About this job

Optum is the industry leader delivering health services dedicated to one goal: making the health system work better for everyone. For those who need care, provide care and pay for care, we deliver integrated, intelligent solutions designed to modernize the health system and improve the health of individuals and populations.


We are investing significantly in new capabilities to design, develop and deliver better solutions, especially those for consumers.  We are seeking people with proven experience conceptualizing, defining  and delivering consumer-facing solutions [services as products] delivered via digital means [web, mobile, social, email, new technologies]. 


PRIMARY FUNCTION
As part of the Experience Design  team, the Experience Strategy team solicits and articulates the voice of the consumer in defining digital consumer experiences across Optum's suite of digital products with consideration for the full omnichannel experience.


The Sr. Director, Experience Strategy leads the practice of understanding consumer needs through experience relative to the digital Health Ownership platform. In this role, you will collaborate with Enterprise partners to inform and influence consumer experience at the highest level and engage with cross-functional product teams in human-centered design to define consumer journeys, experience frameworks and innovative strategies rooted in consumer needs/behaviors while considering the full omnichannel experience.


• Build the team and develop the practice of Experience Strategy through human-centered and participatory methods of design thinking to identify unmet consumer needs and conceive new concepts or experience strategies to meet those needs.
• Institutionalize best practices related to HCD methods: conducting observational research, interviews and workshops; undertaking internal and external research activities; generating conceptual frameworks and formulating insights related to the synthesis of the research data; creating tangible, compelling design expressions that communicate vision such as journey maps, and help teams develop great solutions and ensure consumer desirability
• Partner across Optum, UHC and the enterprise to define and institutionalize the broad end-to-end health experience journey and lead teams to define sub journeys within and the associated roadmaps.
• Ensure the end-to-end consumer experience is considered as we define the digital experiences and touchpoints
• Ensure products/solutions balance desirability, feasibility, and viability
• Lead discovery and assessment sessions across business constituents and external agencies/partners, taking into account evolving guest expectations, technologies  and business strategies driving to a synthesized point of view across the business and for the omnichannel consumer
• Lead digital planning activities encompassing strategic planning through portfolio planning across a broad range of functional cross-channel disciplines to provide a real-time, comprehensive, and prioritized roadmap view for experiences and enablers
• Develop supporting business cases and offer distinct new value propositions
• Partner closely with Enterprise Innovation team to share best practices in Human centered design and evangelize key strategies
• Evangelize consumer product methodology across Digital Solutions Group
• Maximize and effectively manage vendor/client partnerships, draw out and communicate the vision of the business, gain commitment to necessary changes in strategies and organizations and aggressively negotiate mutually beneficial end products with the guest at the center.
• Drive senior executive decision-making through facilitation, supported by executive-level dashboards, strategic analyses, business case, risk assessments and trade-off analyses.
• Drive self and team to take ideas to the next level and challenge the status quo on how to deliver to achieve speed to market and competitive advantage.
• Provide input to Optum strategic planning process
• Lead and develop a team of 5-15 direct reports.  Serve as leader of large cross-functional team spanning Optum, UHC, enterprise teams and third parties


 

Requirements

• College degree or equivalent work experience required
• 10+ years relevant work experience in human centered design  field
• 6+ years experience human-centered and/or participatory methods of Design Thinking to identify unmet consumer, market and institutional needs with demonstrated track record of creating new service concepts or business strategies to meet those needs.
• 5+ years experience in leading and developing a team in a matrixed environment
• Experience in experience design from vision and strategy to execution (digital/omnichannel preferred)
• Adept at facilitating and engaging large groups appropriately through the experience strategy and design processes
• Experience in developing multi-year roadmaps for consumer experiences  at multi-million dollar scale (in digital/omnichannel environments preferred)
• Experience in leading cross-functional teams in strategy development through planning phases by influence without authority
• Demonstrated knowledge of design tools and methods. Knowledge and experience with experience design. (i.e. conducting observational research, interviews and workshops; undertaking internal and external research activities; generating conceptual frameworks and formulating insights related to the synthesis of the research data; creating tangible , compelling design expressions that communicate vision, and help our colleagues develop great solutions.)


 


DESIRED REQUIREMENTS


• Graduate degree in Interaction, Industrial or Human Centered design or equivalent preferred
• Proven track record of driving change in a large, complex matrixed environment
• Deep passion for digital products and channels, constantly keeping abreast of latest trends, best practices and competitive activity.
• Strong orientation to innovation, big picture thinking while improving processes and optimizing operations
• Innovative and willing to  invest time to understand our target markets, consumers, think holistically, design and execute smart experiments, and demonstrate a willingness to change course
• Demonstrated ability to interact with and influence all levels of an organization, regardless of direct authority.  Success working closely with executive leadership.
• Exhibits a high degree of ingenuity, creativity and resourcefulness and works well with ambiguity
• Experience in digital experience design from vision and strategy to execution
• Has a mastery of complex experience, marketing and business principles and exhibits strong critical thinking skills including problem solving, decision making and analysis
• Has meaningful experience developing prototypes and the processes/thinking to support this effort
• Strong leadership skills including interpersonal, communications, negotiations and team development
• Strong digital experience capability, including working knowledge of Macintosh and PC operating systems and relevant UX/design software/tools, collaboration tools, UX and general design principles, heuristic analysis, user experience assessment methodologies, and digital channel/product best practices.
• Experience working with complex, enterprise-level user-facing and internal systems, including CMS, commerce, device integration, search and social.
• Self-motivation, excellent communication, an open mind, the ability to thrive in multidisciplinary teams, and the skills to balance great design with short deadlines
• Ability to shift seamlessly from strategic to tactical
• A love of collaboration and learning
• A fearless and positive attitude


Careers with Optum. Here's the idea. We built three focused businesses organized around one giant objective; make health care work better for everyone. So when it comes to how we use the world's large accumulation of health-related information, or guide health and lifestyle choices or manage pharmacy benefits for millions, our first goal is to leap beyond the status quo and uncover new ways to serve. Optum brings together some of the greatest minds and most advanced ideas on where health care has to go in order to reach its fullest potential. For you, that means working on high performance teams against sophisticated challenges. It's a culture of optimism that's not like any place you've ever worked. OptumRx, OptumInsight, OptumHealth. Three incredible ideas in one incredible company and a singular opportunity to do your life's best work.SM




Diversity creates a healthier atmosphere: All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, protected veteran status, or disability status.


UnitedHealth Group is a drug-free workplace. Candidates are required to pass a drug test before beginning employment. In addition, employees in certain positions are subject to random drug testing.