Strategic Insights Director, Digital Market Intelligence and VoC Insights

About the Role

Key Responsibilities

• Develop relationships with internal stakeholders and build partnerships to execute research plans that effectively address the needs of the Consumer Experience & Digital Product team at Optum
• Lead digital competitive intelligence capability, working with business partners to address needs, and bringing new actionable insights in a timely manner
• Develop a process for monitoring market developments and consumer trends utilizing secondary research and cross-industry benchmarks to keep stakeholders regularly informed
• Collaborate effectively with senior management, executive leadership, digital leaders, business leaders, analytics, Strategic Insights teams, and external research partners
• Conduct custom market research projects using both primary and secondary research
• Have in-depth knowledge of the market trends and key competitors relevant to Optum and UnitedHealth Group digital solutions
• Craft and lead enterprise competitive insights work that drives digital strategy for Optum
• Partner with internal business partners to identify insight needs and provide research consultation, often in collaboration with the Strategic Insights team
• Be an effective storyteller to influence and impact senior executive decision-making
• Lead enhancement and expansion of digital insights collection capabilities and best practices
• Lead the design, analysis, and communication of findings for digital experience-based surveys (with emphasis on Task Completion and NPS)
• Synthesize findings from various research sources (primary, secondary, market & consumer trends, behavioral & web analytics) to deliver actionable insights and concisely communicate findings to drive organizational change
• Engage with the Consumer Experience & Digital Product team to review market, VoC trends and strategize improvements
• Effectively present customer stories to wide audiences with a bias towards actionable recommendations
• Manage multiple projects, deliverables, and deadlines in a fast-paced environment while ensuring accurate and digestible reporting
• Contribute to the success of the Strategic Insights team as a collaborative team member

Requirements

• 8+ years leading market intelligence & consumer insights
• 8+ years proficiency in Microsoft Office Suite (Word, PowerPoint, Excel)
• 6+ years leading digital competitive and VoC insights

Nice to Have

• 8+ years working in a professional environment
• Experience blending behavioral and perceptional information in digital space
• Healthcare and/or financial experience
• NPS experience
• Proven ability to develop and execute digital competitive and experience measurement strategy
• Proven ability to drive cross-functional efforts through insights and relationship development
• Proven self-starter and problem solver with passion for driving action through insight curation

Qualifications

• No specific formal educational qualifications specified

Benefits & Perks

• Comprehensive benefits package
• Incentive and recognition programs
• Equity stock purchase
• 401k contribution
• Salary range from $110,200 to $188,800 annually
• Remote work flexibility