Director of Marketing, Community and State Member Experience - Minneapolis, MN
January 9, 2018
No industry is moving faster than health care. And no organization is better positioned to lead health care forward. We need attention to every detail with an eye for the points no one has considered. You'll help improve the health of millions. And you'll do your life's best work.(sm) This individual will be a key member of the C&S consumer experience team. He / she will be responsible for helping to define C&S' member experience strategy, partnering internally to identify performance improvement opportunities, and managing key initiative execution. He/she will serve as business lead, helping health plans and functional leaders evaluate and act upon member experience feedback and metrics, building strategies, facilitating meetings with stakeholders, driving dialogue and planning, and supporting successful delivery. Individual will translate the member journey map, including gaps and opportunities, in ways that resonate with C&S leaders and employees, helping them understand their roles in the member experience process, and enabling them to take tangible action to create change. Individual will provide leadership to the consumer experience team's efforts to create a member-centric culture within C&S: strategies to help leaders consistently message and reinforce the member experience vision; tools that enable leaders to embed the member experience in how they manage; and helping to build/launch capabilities that make member feedback more easily accessible to all employees. Individual will have the opportunity to drive innovation in the ways that we measure, manage and act upon the consumer experience.Primary Responsibilities: Partner internally to create consumer experience listening posts, interpret member feedback and utilize that information to define or influence performance improvement strategies Lead alignment at the cross functional and market level around consumer experience data, performance improvement opportunities, goals and status Lead development and monitoring of action plans that align with business/market strategies; continually evaluate results and adjust strategies as needed to ensure success Build monthly and quarterly member experience performance reports sharing NPS results along with key insights and key initiative status with business leaders Partner with data/analytics leads to build thoughtful and relevant member experience analyses, including using new sources of data as appropriate Partner within C&S and across UHC/UHG business segments to identify, share and leverage best practices or learnings to advance the member experience work Build relationships with key business partners to advance the consumer experience mission, action plans and performance. This includes segment leadership, functional leadership, and areas of our enterprise that are committed to advancing the adoption of the Net Promoter System. Serve as subject matter expert related to Medicaid member experience and NPS
Requirement Qualifications Bachelor's Degree 6+ years of business strategy and execution experience, including proven ability to lead cross functional initiatives to a successful outcome 6+ years of consumer or member experience management Experience with market research and its use in influencing business strategy 6+ years of experience successfully influencing and collaborating with others 6+ years of project leadership experience Strong knowledge of NPS or CAHPS or a strong knowledge of the Medicaid Managed Care business Self-starter who thrives in an independent environment Ability to be flexible and work with ambiguity Proven experience and results in managing and prioritizing competing deliverables 6+ years of experience with in a matrix organization 6+ years of experience in a deadline driven environment Strong working knowledge of Microsoft office suite including Word, Excel, Outlook and PowerPoint Proven organization skills Preferred Qualifications:Healthcare or Consumer productsCareers at UnitedHealthcare Community & State. Challenge brings out the best in us. It also attracts the best. That's why you'll find some of the most amazingly talented people in health care here. We serve the health care needs of low income adults and children with debilitating illnesses such as cardiovascular disease, diabetes, HIV/AIDS and high-risk pregnancy. Our holistic, outcomes-based approach considers social, behavioral, economic, physical and environmental factors. Join us. Work with proactive health care, community and government partners to heal health care and create positive change for those who need it most. This is the place 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: Member Experience, Consumer Experience, NPS, Net Promoter Score, CAHPS, Community and State, DSNP, Dual Special Needs, Medicare, Medicaid, Consumer Marketing, UHC. UnitedHealth Care, Minneapolis, Minnesota, MN
Our mission is to help people live healthier lives and to help make the health system work better for everyone.- We seek to enhance the performance of the health system and improve the overall health and well-being of the people we serve and their communities. - We work with health care professionals and other key partners to expand access to quality health care so people get the care they need... at an affordable price. - We support the physician/patient relationship and empower people with the information, guidance and tools they need to make personal health choices and decisions.