UMR Director Member and Provider Experience, Large Accounts

About the Role

Key Responsibilities

• Serve as 'go-to' person for large account member, provider and partner user experience goals and requirements, establishing relationships with key stakeholders to facilitate market-leading member experiences.
• Serve as a key touchpoint for customers, capturing their communication and engagement goals across all channels and preparing regular reporting and strategy sessions for large accounts.
• Collaborate with Digital Solutions and TPA Communications leadership to influence digital product road mapping for web, mobile, and other media channels to meet large account needs.
• Work with the UMR digital analytics team to provide utilization analytics and identify opportunities for new features.
• Coordinate with Web Portal Operations and UMR TPA communications project managers to ensure objectives are met for large clients.
• Partner with Large Customer Account Management teams as the key contact for digital or communication enhancement requests.
• Engage with other UMR product and operations teams to ensure client digital and communication needs are met.
• Participate in onboarding and implementation processes, coordinating with relevant teams.
• Promote innovation by designing and implementing beta and pilot programs for large accounts.
• Conduct online and in-person demonstrations for prospective and existing clients.
• Advocate for large account goals during digital roadmap development and infuse innovation into product planning.
• Understand client-allocated digital financials and allowances for new features.
• Provide leadership and oversight during issue resolution, maintaining communication with large accounts.
• Serve in an ad-hoc capacity for client development or vendor implementations.

Requirements

• 10+ years of digital product development experience.
• 5+ years of demonstrated experience working in third-party administration.
• 2+ years of experience leading a team or direct reports.
• Direct UMR experience and understanding of UMR's TPA value proposition.
• Experience with web and mobile app development, rollout plans, analytics, and client and executive presentations.
• Proven experience with establishing and presenting to large clients and internal executive leadership.
• Willing and able to travel approximately 25% depending on business need.
• Ability to work remotely in accordance with UnitedHealth Group's Telecommuter Policy.

Nice to Have

• Experience influencing digital product roadmaps and innovation initiatives.
• Experience with digital analytics and user journey design.
• Experience in onboarding and implementation of large accounts.

Qualifications

• Educational background is not explicitly specified but implied to include significant experience in digital product development and third-party administration.

Benefits & Perks

• Comprehensive benefits package.
• Incentive and recognition programs.
• Equity stock purchase and 401k contribution.
• Salary range from $132,200 to $226,600 annually, based on full-time employment.
• Additional benefits subject to eligibility.