Optum Digital Experience Measurement Analyst

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 inclusion, talented peers, comprehensive benefits and career development opportunities. Come make an impact on the communities we serve as you help us advance health optimization on a global scale. Join us to start Caring. Connecting. Growing together.  

This position is a Project, Survey, Data, Dashboard and Reporting Management role and supports the Strategic Insights Optum Digital NPS team. The role is responsible for digital Optum NPS measurement, data analytics (both Quantitative and Qualitative), research support and digital survey management. Strategic Insights is an Enterprise Center of Excellence that supports all LOBs and Optum customer products. This role will support LOBs and team leads who drive digital insights to the business and business partners.
This position is responsible for driving short and long-term data and insights support for all Optum digital properties. Additionally, this position is responsible for regular data and reporting pulls from Qualtrics to deliver to team leads and reporting partners. This role is responsible for supporting best-in-class digital measurement within UHG.

Primary Responsibilities:

• Work with and support Optum Digital team leads with project, survey, data, dashboard and reporting management
• Support Qualtrics operations and survey functionality
• Assist in analyses of website and app performance (integrating multiple data sources including quantitative results, trend information, behavioral analytics such as Glassbox/ DataDog, and Adobe data)
• Assist in preparing NPS and performance reports for LOB leads, business partners and reporting partners
• Performing quality control checks to ensure accuracy of work for programming
• Effectively juggle multiple projects, deliverables, and deadlines in a fast-paced environment while ensuring work is accurate, neat and error-free
• Understand business objectives and support the execution of research plans that effectively address needs of digital teams across the Enterprise
• Conduct pain-point analyses of Qualtrics data and insights to fit business needs
• Execute ad-hoc requests that support survey and data operations
• Engage in a collaborative work environment with other research operations team members
• Estimate and communicate effective deadlines
• Effectively self-monitors project related follow up tasks (revision/changes/etc) and escalate and address issues on projects proactively
• Comply with the terms and conditions of the employment contract, company policies and procedures, and any and all directives (such as, but not limited to, transfer and/or re-assignment to different work locations, change in teams and/or work shifts, policies in regards to flexibility of work benefits and/or work environment, alternative work arrangements, and other decisions that may arise due to the changing business environment). The Company may adopt, vary or rescind these policies and directives in its absolute discretion and without any limitation (implied or otherwise) on its ability to do so

Required Qualifications:

• Graduate in any discipline
• 5+ years of hands-on experience with Experience Measurement Platforms like Qualtrics or Medallia
• 3 + years of experience working with onsite clients/stakeholders
• Experience working on highly complex technical projects
• Experience with data processing tools
• Experience with Qualtrics or Medallia and survey data processing
• Customer Experience analytics or Market research experience
• Proficiency in using PPT and Excel
• Proven attention to detail
• Proven excellent written and oral communication skills
• Proven solid quantitative and analytical skills
• Proven abilities to solve the data issues by providing valuable suggestions

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.