Business Analyst - GP Member Experience (URS)

At UnitedHealthcare, we're simplifying the health care experience, creating healthier communities and removing barriers to quality care. The work you do here impacts the lives of millions of people for the better. Come build the health care system of tomorrow, making it more responsive, affordable and optimized. Ready to make a difference? Join us to start Caring. Connecting. Growing together.

UnitedHealthcare is dedicated to helping people live healthier lives and making the health system work better for everyone. Help us achieve this powerful mission by joining the Consumer Experience Insights team. We use the power of member feedback (harnessed with the latest NLP technologies), research, and collaboration with our strategic partners to understand the end-to-end member experience and turn insights into action.

This role is accountable for ensuring the effective communication of Medicare Advantage Group Retiree experience insights across all key partnerships, Sr. Leaders, and the broad M&R organization. They will be responsible for ensuring VOC insights are clear, compelling, action oriented, and delivered effectively to drive organizational change. 

The ideal candidate is a person who is passionate about Consumer Experience and familiar with the Net Promoter System. They must demonstrate compassion for our members and be driven to make things better. This position requires significant collaboration, strong people skills, and a strong background in performance measurement.  To be successful in this role you'll need to be organized, detail oriented, motivated, and an exceptionally skilled communicator.

You'll enjoy the flexibility to work remotely* from anywhere within the U.S. as you take on some tough challenges. For all hires in the Minneapolis or Washington, D.C. area, you will be required to work in the office a minimum of four days per week.

In this role, you will:

• Translate complex concepts to simple, actionable insights using data visualization techniques
• Synthesize VOC insights to drive understanding, decision making, and action
• Consult on and prepare executive level presentations and communications
• Partner with the Consumer Experience Insights analyst team on insights development, storytelling, and experience measurement
• Create standardized processes and methodologies to ensure VOC and Loyalty insights are delivered with consistently high quality
• Assist in the creation of communication plans and content, aligning with organizational priorities and strategies
• Build and maintain relationships across business functions to understand key priorities and changes that could impact the member experience
• Demonstrate system thinking and readily identify downstream impacts of decisions

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.

Years of post-high school education can be substituted/is equivalent to years of experience.

Required Qualifications:

• 2+ years of experience in business analyst or performance measurement experience
• 2+ years healthcare industry experience
• 2+ years of Group Retiree experience
• Solid familiarity with the Net Promoter System
• Intermediate level of proficiency with Microsoft Office products including Excel and PowerPoint
• Proven ability to foster and manage solid working relationships in a highly matrixed environment
• Ability to creatively problem solve - juggling multiple priorities
• Passion for people, with an intense desire to find ways to improve their experience
• Self-Starter who is motivated and always looking for ways to drive improvement
• Attention to detail, and the ability to synthesize data and capture nuance
• Exhibits a high degree of resourcefulness and works well with ambiguity
• Solid critical thinking skills
• A fearless and positive attitude

Preferred Qualifications:

• Experience working with Voice of the Customer, Experience Design, or similar CX role creating insights and influencing decision makers and experience enhancements.
• Experience using Qualtrics Survey tools and XM Discover.
• Experience developing journey maps or process documentation (transforming ideas into visible and/or tangible dimensions).

• Experience working with virtual teammates and stakeholders, including Senior Leadership

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

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 $72,800 to $130,000 annually based on full-time employment. We comply with all minimum wage laws as applicable.

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.    

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.