Director, Process and Experience - People Team

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 team that shares your passion for helping others. Join us to start Caring. Connecting. Growing together.

The Director, Process & Experience will play a critical leadership role in advancing People Team Reimagination by designing and implementing future-state ways of working that are AI-first, human-centered, scalable, and measurable.

This leader will integrate process excellence, employee experience and AI-enabled transformation to simplify how work gets done across the People function. The role will translate strategy into execution by transforming complex People processes, designing intuitive experiences, and building repeatable systems that improve efficiency, quality, adoption, and employee outcomes.

The Director will partner closely with People Team capability leaders, reimagination teams, technology partners, and other enterprise stakeholders to drive the delivery of our future-vision across core People experiences.

Primary Responsibilities:

• Lead large-scale process redesign efforts using Lean, Six Sigma, service design, and continuous improvement methodologies
• Define complex problem statements and future-state process design / workflows, governance models, decision rights, accountability structures and assess experience impacts
• Facilitate working sessions to identify opportunities to identify AI-enabled process improvements, reduce complexity, eliminate duplication, improve cycle times, and enhance outcomes
• Translate strategy into practical deliverables: develop process maps, service blueprints, RACIs, and operational standards and create reusable frameworks, templates and toolkits
• Serve as a process excellence expert to coach leaders and teams on process excellence, experience design, and transformation practices
• Design intuitive and scalable employee and leader experiences (UX) that embed AI into People processes and services and improve adoption and ease of use Ensure solutions are built around employee needs rather than organizational structures
• Facilitate the creation of end-to-end journeys across key People services and moments that matter to improve how employees access information, tools and services
• Partner with communications, learning, and change teams to drive adoption of changed experiences
• Define success measures across efficiency, quality, adoption, experience, and business impact, build metrics and measure progress
• Manage multiple, concurrent priorities in a fast-paces, evolving environment with a high degree of agility and flexibility
• Lead an integrated team across process excellence, UX / experience design and employee experience and enablement
• Foster an AI-forward, innovation-oriented culture balancing rigor with speed

Success Measures

The successful candidate will demonstrate:

• Improved employee and leader experience
• Adoption of future-state processes and tools
• Reduction in process complexity and duplication
• Increased use of AI-enabled solutions
• Measurable productivity and service improvements
• Standardization and scalability of People Team operations

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:

• 10+ years leading enterprise transformation, operational excellence, experience design, HR transformation, or consulting engagements
• 5+ years in process improvement methodologies (Six Sigma, Lean, Service Design, Human-Centered Design)
• Experience influencing senior leaders without direct authority
• Experience building process flows using tools such as Visio or similar
• Demonstrated success leading large-scale cross-functional change initiatives
• Proven solid executive presence and stakeholder management skills
• Proven exceptional facilitation, communication, and storytelling capabilities

Preferred Qualifications:

• Six Sigma Black Belt
• PMP, Agile, or related certification
• Experience within HR, Shared Services, Employee Experience, or Workforce Transformation
• Experience with AI-enabled transformation or digital modernization efforts
• Global transformation experience
• People leadership experience

Pay is based on several factors including but not limited to local labor markets, education, work experience, certifications, etc. In addition to your salary, we offer 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 us, you'll find a far-reaching choice of benefits and incentives. The salary for this role will range from $134,600 - $230,800 annually based on full-time employment. We comply with all minimum wage laws as applicable.

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.