Assc. Director, Customer Experience: IVR & Telephony - MN or Remote

If you want to achieve more in your mission of health care, you have to be really smart about the business of health care. Challenge yourself, your peers and our industry by shaping what health care looks like and doing your life's best work.(sm)
 
Are you passionate about the customer experience? Do you gain needed energy from strategic thinking? Do you enjoy being an expert in a given domain? Are you curious by nature and motivated by challenges? Do others marvel at your superhero powers? If so, look no further! The Associate Director, Customer Experience: IVR & Telephony plays the role of Curator for our most strategic telephonic capabilities. These strategic customer experience capabilities include Natural Language IVR, Conversation Manager, Voice Biometrics, etc.
 
As the Curator of a customer experience capability you will be responsible for being the master of your domain. You will be a subject matter expert who will strategically connect the asset of a specific capability to an unmet customer need. You will view your work through the lens of the enterprise. With a strategic bend you will formulate the perfect recipe to leverage technology in a way which eradicates customer pain from planet Optum. Your efforts will directly contribute to the Optum growth story.
 
The Customer Experience: IVR & Telephony team is positioned to lead a telephonic customer experience strategy across the Optum enterprise. The aim is a simple, smart and seamless experience. Our North Star is NPS®. This strategy is being built in partnership with key enterprise stakeholders. We are building a team and seeking out Curators of customer experience capabilities to lead efforts in designing, developing and ultimately delivering a world class IVR and Telephony experience for the enterprise. In this role you actively contribute to writing the story, setting the agenda, selling the story to others, securing capital from stakeholders and ultimately leading initiatives from conception to completion. Your unrelenting thirst for a world class customer experience keeps you up at night.
 
Primary Responsibilities:

Build relationships across Optum teams, align on enterprise goals, secure capital investments, etc
Partner closely with key technology partners such as Optum Infrastructure and Contact Center Services to ensure total alignment and flawless execution
Serve as domain owner for critical telephonic capabilities such as Natural Language IVR, Virtual Hold, Conversation Manager and Voice Biometrics
Address specific gaps within our existing environment hindering critical experiences such as Authentication, Containment and Personalization, in an effort to drive efficiencies and grow Net Promoter performance
 

Required Qualifications:

Bachelor’s Degree or equivalent work experience
2+ years of experience designing customer experiences2+ years of experience communicating strategic ideas / solutions both verbally and in written format
1+ years of experience conducting financial analysis and cost / benefit outcomes

Intermediate experience in MS Word, Excel and PowerPoint
Preferred Qualifications:

Contact center experience (operations)
Prior knowledge and experience with contact center technologies and capabilities (IVR, Telephony)
People leadership experienceThe preferred location for this requisition is Eden Prairie, MN; but we will also consider telecommuters.
Careers with Optum. Here's the idea. We built an entire organization around one giant objective; make the health system 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, part of the UnitedHealth Group family of businesses, 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 that matter. Optum, incredible ideas in one incredible company and a singular opportunity to do your life's best work.(sm)
 
 
Diversity creates a healthier atmosphere: UnitedHealth Group is an Equal Employment Opportunity / Affirmative Action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law.

UnitedHealth Group is a drug - free workplace. Candidates are required to pass a drug test before beginning employment.
 
 
Job Keywords: Telephony, Associate Director, Customer Experience, IVR, cost benefit outcomes, financial analysis, Eden Prairie, MN, Minnesota, Telecommute, telecommuter, telecommuting

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