Associate Director, End-to-End Customer Experience (ESRO) - Remote

Job title: Associate Director, End-to-End Customer Experience (ESRO) - Remote in Eden Prairie, MN at UnitedHealth Group
Company: UnitedHealth Group
Job description: UnitedHealth Group is a health care and well-being company that’s dedicated to improving the health outcomes of millions around the world. We are comprised of two distinct and complementary businesses, UnitedHealthcare and Optum, working to build a better health system for all. Here, your contributions matter as they will help transform health care for years to come. Make an impact with a diverse team that shares your passion for helping others. Join us to start Caring. Connecting. Growing together.The Associate Director of Customer Experience will be at the helm of the customer office, responsible for overseeing all customer-related activities and ensuring their alignment with the organization's security measures. This position works closely with other executive leaders to integrate security strategies into customer interactions.This position will work in close partnership with our growth and sales teams to enhance the company's security posture and external trust initiatives.You’ll enjoy the flexibility to work remotely * from anywhere within the U.S. as you take on some tough challenges.Primary Responsibilities:Customer Office

• Develop and implement strategies to enhance customer trust and ensure security communications are efficient and effective
• Collaborate with divisional Chief Information Security Officers (CISO) to align customer-related processes with security standards
• Create e2e customer journey across all external engagements in our security organization
• Map out our matrix of customer interactions: legal, ETIPS, Comms, Growth, Executive clients, CIOs
• Focuses on building and maintaining trust with customers, through security compliance and risk management efforts
• Align strategies to business objectives. Regularly review progress and metric development to support

Key Responsibilities:

• Map end to end security customer interactions to support sales and growth strategies
• Provide detailed security reports and recommendations for potential and existing clients
• Collaborate with enterprise security teams to ensure alignment with regulatory and compliance requirements
• Assist in the development and presentation of security trust materials to clients and stakeholders
• Communicate security trends and incidents to provide actionable insights
• Support the integration of security measures in new service offerings
• Work with cross-functional teams to address security concerns and develop mitigation strategies

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:

• 6+ years of experience in customer experience management role developing and implementing customer experience strategies, preferably in a security or technology environment.
• 6+ years of experience in a leadership role leading Programs
• 4+ years of proven analytical, reporting and problem-solving skills, with the ability to identify and address customer pain points and satisfaction drivers with data.
• 4+ years of Six Sigma or journey mapping, process experience
• 4+ years of Process journey mapping experience

*All employees working remotely will be required to adhere to UnitedHealth Group’s Telecommuter PolicyThe salary range for this role is $106,800 to $194,200 annually based on full-time employment. Pay is based on several factors including but not limited to local labor markets, education, work experience, certifications, etc. UnitedHealth Group complies with al minimum wage laws as applicable. In addition to your salary, UnitedHealth Group offers benefits such as, a comprehensive benefits package, incentive and recognition programs, equity stock purchase and 401k contribution (all benefits are subject to eligibility requirements). No matter where or when you begin a career with UnitedHealth Group, you’ll find a far-reaching choice of benefits and incentives.Application Deadline: This will be posted for a minimum of 2 business days or until a sufficient candidate pool has been collected. Job posting may come down early due to volume of applicants.At UnitedHealth Group, our mission is to help people live healthier lives and make the health system work better for everyone. We believe everyone–of every race, gender, sexuality, age, location and income–deserves the opportunity to live their healthiest life. Today, however, there are still far too many barriers to good health which are disproportionately experienced by people of color, historically marginalized groups and those with lower incomes. We are committed to mitigating our impact on the environment and enabling and delivering equitable care that addresses health disparities and improves health outcomes — an enterprise priority reflected in our mission.UnitedHealth Group is an Equal Employment Opportunity employer under applicable law and qualified applicants will receive consideration for employment without regard to race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, or protected veteran status, or any other characteristic protected by local, state, or federal laws, rules, or regulations.UnitedHealth Group is a drug - free workplace. Candidates are required to pass a drug test before beginning employment.
Expected salary: $106800 - 194200 per year
Location: Eden Prairie, MN
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