Senior Director, Consumer Journey Engineering - Digital Transformation Leader for Optum's Consumer-Centric Healthcare Solutions

Introduction to Optum and Our Mission

Optum, a global organization, is dedicated to delivering care aided by technology, helping millions of people live healthier lives. Our team's work directly improves health outcomes by connecting people with the care, pharmacy benefits, data, and resources they need to feel their best. At Optum, you will find a culture guided by diversity and inclusion, talented peers, comprehensive benefits, and career development opportunities. We invite you to join us in making an impact on the communities we serve as we advance health equity on a global scale. Our mission is to help people live healthier lives and make the health system work better for everyone, believing that everyone deserves the opportunity to live their healthiest life, regardless of race, gender, sexuality, age, location, or income.

About the Optum Technology Digital Team

The Optum Technology Digital team is on a mission to disrupt the healthcare industry, transforming UnitedHealth Group (UHG) into an industry-leading Consumer brand. We deliver hyper-personalized digital solutions that empower direct-to-consumer, digital-first experiences, educating, guiding, and empowering consumers to access the right care at the right time. Our mission is to revolutionize healthcare for patients and providers by delivering cutting-edge, personalized digital solutions. We are Consumer Obsessed, ensuring they receive exceptional support throughout their healthcare journeys. As we drive this transformation, we're revolutionizing customer interactions with the healthcare system, leveraging AI, cloud computing, and other disruptive technologies to tackle complex challenges.

Optum's Impact

Optum serves a wide range of stakeholders, including:

• Consumers: Enabling healthcare for 132 million individual consumers
• Care providers: Empowering nearly 130,000 physicians and advanced practice clinicians, 9 out of 10 U.S. hospitals, and more than 67,000 U.S. pharmacies
• Health plans: Improving performance and member health for 4 out of 5 U.S. health plans
• Employers: Engaging with nearly 9 out of 10 Fortune 100 companies
• Government: Engaging through partnerships in all 50 states and the District of Columbia
• Life sciences: Advancing clinical research with nearly 120 global life sciences companies

Job Overview: Senior Director, Consumer Journey Engineering

In this newly created leadership role, the Senior Director, Consumer Journey Engineering, will drive the development and optimization of consumer journeys at scale. You will lead cross-functional teams in a matrixed and virtual organization environment, ensuring seamless collaboration across departments and geographies. The ideal candidate will bring expertise in industrial design, human factors, and a proven ability to streamline complex consumer journeys from a fragmented to a consolidated, seamless, connected, and contextual experience.

Key Responsibilities

The Senior Director, Consumer Journey Engineering will:

• Define and execute the vision for consumer journey design across Optum's digital ecosystem, ensuring seamless, intuitive, and user-friendly experiences
• Lead cross-functional teams in a matrixed organization and collaborate effectively in a virtual environment, coordinating efforts across UX/UI, product, engineering, and marketing teams
• Oversee the optimization of complex user journeys within high-traffic consumer apps, focusing on scalability, simplicity, and consumer personalization
• Incorporate human factors engineering and industrial design principles to enhance both digital and physical consumer touchpoints
• Lead efforts to simplify and streamline complex consumer interactions, ensuring an efficient, low-friction user experience
• Foster collaboration between teams in different locations and functional areas, creating a unified approach to consumer journey engineering
• Use consumer data and insights to continually identify pain points and opportunities for improving the consumer journey
• Direct testing initiatives, including A/B testing, usability studies, and rapid prototyping to validate and refine designs
• Ensure consumer feedback is integrated into the design and engineering process, driving continuous improvement
• Leverage emerging technologies like AI and machine learning to create personalized and scalable consumer experiences
• Lead and mentor a cross-functional team of consumer experience engineers and designers, driving innovation while managing teams in a virtual and matrixed environment

Requirements and Qualifications

To be successful in this role, you will need:

Essential Qualifications

• Bachelor's or Master's degree in Industrial Design, Human Factors Engineering, Computer Science, or a related field
• 10+ years of experience in consumer journey design, human factors, or industrial design, with specific expertise in large-scale consumer apps
• 5+ years of experience in human factors principles, ergonomics, and user-centered design
• 5+ years of experience with UX/UI design tools, analytics platforms, and A/B testing methodologies
• Experience working in cross-functional teams within virtual and matrixed organizations, demonstrating solid leadership in distributed environments
• Leadership, communication, and collaboration skills, with the ability to influence at all levels of the organization
• Data-driven approach with a track record of improving consumer journeys using consumer insights and analytics

Preferred Qualifications

• Experience building digital solutions in B2C environments
• Experience in journey design for large consumer-facing apps in eCommerce, SaaS, or other high-traffic environments
• Familiarity with journey mapping, persona development, and designing for diverse audiences
• In-depth understanding of emerging trends in consumer behavior, UX design, and human-computer interaction (HCI)

Career Growth and Development

At Optum, we are committed to helping you grow and develop in your career. As a Senior Director, Consumer Journey Engineering, you will have opportunities to:

• Lead and mentor a team of consumer experience engineers and designers
• Develop and execute the vision for consumer journey design across Optum's digital ecosystem
• Collaborate with cross-functional teams to drive innovation and improvement in consumer journeys
• Stay up-to-date with the latest trends and technologies in consumer journey design and engineering

Work Environment and Company Culture

At Optum, we value diversity, inclusion, and equity. We believe that everyone deserves the opportunity to live their healthiest life, regardless of their background or circumstances. Our company culture is built on the principles of:

• Respect: We treat each other with respect and dignity, valuing our differences and promoting inclusivity
• Integrity: We act with integrity, transparency, and accountability, always striving to do the right thing
• Compassion: We show compassion and empathy towards our colleagues, customers, and communities, recognizing the importance of emotional intelligence and social responsibility
• Excellence: We strive for excellence in everything we do, continuously improving and innovating to achieve our goals

Compensation, Perks, and Benefits

We offer a competitive salary and executive benefits package, including:

• Leadership role in a collaborative, innovative company
• Opportunities for professional growth and career advancement
• Flexible work arrangements, including remote work options
• Comprehensive benefits package, including medical, dental, and vision insurance, 401(k) matching, and more

Conclusion

If you are a motivated and experienced leader in consumer journey design and engineering, we encourage you to apply for this exciting opportunity. As a Senior Director, Consumer Journey Engineering at Optum, you will have the chance to make a real impact on the lives of millions of people, driving innovation and improvement in consumer journeys and helping to advance health equity on a global scale. Don't miss out on this opportunity to join a dynamic and inclusive team and take your career to the next level. Apply now!