Sr Director, Consumer Journey Engineering – Remote

Optum is a global organization that delivers care, aided by technology to help millions of people live healthier lives. The work you do with our team will directly improve health outcomes by connecting people with the care, pharmacy benefits, data and resources they need to feel their best. Here, you will find a culture guided by diversity and inclusion, talented peers, comprehensive benefits and career development opportunities. Come make an impact on the communities we serve as you help us advance health equity on a global scale. Join us to start Caring. Connecting. Growing together. 

The Optum Technology Digital team is on a mission to disrupt the healthcare industry, transforming 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’re 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. Serving UnitedHealth Group’s digital technology needs, the Consumer Engineering team impacts millions of lives through UnitedHealthcare & Optum.

Optum Serves:

Consumers – Enabling health care 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

In this newly created leadership role, The Senior Director, Consumer Journey Engineering, you will be responsible for driving 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.

The Senior Director, Consumer Journey Engineering will report to the Senior Vice President of Optum Consumer Engineering and have end-to-end accountability for leading the journey engineering for consumers of the Optum platforms  This role will partner across Consumer Product, CE and Optum to oversee end-to-end consumer experiences.

Candidates for this role will need to be seasoned journey design engineering leaders with deep expertise in cross team digital product delivery, have proven experience designing and executing on cross brand and/or line of business mobile and web properties, deep understanding of direct-to-consumer digital products and ecosystems, and how to optimize the consumer journey companies digital ecosystem.

You’ll enjoy the flexibility to work remotely * from anywhere within the U.S. as you take on some tough challenges.

Primary Responsibilities:

• Define and execute the vision for consumer journey design across Optum’s digital ecosystem, ensuring seamless, intuitive, and user-friendly experiences
• Matrixed & Virtual Collaboration: 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
• Journey Design for Flagship App:  Oversee the optimization of complex user journeys within high-traffic consumer apps, focusing on scalability, simplicity, and consumer personalization
• Human Factors & Industrial Design: Incorporate human factors engineering and industrial design principles to enhance both digital and physical consumer touchpoints
• Journey Simplification: Lead efforts to simplify and streamline complex consumer interactions, ensuring an efficient, low-friction user experience
• Cross-Departmental Collaboration: Foster collaboration between teams in different locations and functional areas, creating a unified approach to consumer journey engineering
• Data-Driven Optimization: Use consumer data and insights to continually identify pain points and opportunities for improving the consumer journey
• A/B Testing & Prototyping: Direct testing initiatives, including A/B testing, usability studies, and rapid prototyping to validate and refine designs
• Customer Feedback Integration: Ensure consumer feedback is integrated into the design and engineering process, driving continuous improvement
• Technology Innovation: Leverage emerging technologies like AI and machine learning to create personalized and scalable consumer experiences
• Team Leadership: Lead and mentor a cross-functional team of consumer experience engineers and designers, driving innovation while managing teams in a virtual and matrixed environment
  

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:

• 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 in human factors principles, ergonomics, and user-centered design
• 5+ years 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)

  

Benefits:

• Competitive salary and executive benefits package
• Leadership role in a collaborative, innovative company
• Opportunities for professional growth and career advancement
• Flexible work arrangements, including remote work options

*All employees working remotely will be required to adhere to UnitedHealth Group’s Telecommuter Policy

California, Colorado, Connecticut, Hawaii, Maryland, Nevada, New Jersey, New York, Rhode Island, Washington, Washington, D.C. Residents Only: The salary range for this role is $147,300 to $282,800 annually. Pay is based on several factors including but not limited to local labor markets, education, work experience, certifications, etc. UnitedHealth Group complies with all 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.

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.