Customer Experience Program Manager - Remote in Canada

Optum Insight is improving the flow of health data and information to create a more connected system. We remove friction and drive alignment between care providers and payers, and ultimately consumers. Our deep expertise in the industry and innovative technology empower us to help organizations reduce costs while improving risk management, quality and revenue growth. Ready to help us deliver results that improve lives? Join us to start Caring. Connecting. Growing together.  

The Customer Experience Program Manager is responsible for designing, executing, and optimizing enterprise-wide customer experience programs-including NPS, CSAT, and key Voice of Customer (VoC) initiatives. This individual contributor role focuses on transforming customer feedback into actionable insights, driving cross-functional improvements, and enhancing overall customer satisfaction and loyalty. The role partners closely with Product, Support, Sales, and Operations teams to embed customer-centric decision-making across the organization.

You'll enjoy the flexibility to work remotely* from anywhere within Canada (expect for the Saskatchewan province) as you take on some tough challenges.

Primary Responsibilities:  

• Lead the design, deployment, and continuous improvement of customer experience measurement programs (NPS, CSAT, Customer Effort Score, VoC, etc.)
• Own end‑to‑end program operations-including survey design, targeting, cadence, reporting, and analytics
• Analyze qualitative and quantitative customer feedback to identify themes, root causes, and improvement opportunities
• Develop dashboards, scorecards, and executive-ready insights that clearly communicate customer sentiment trends and business implications
• Partner with cross-functional leaders to influence roadmap prioritization, service improvements, and operational enhancements
• Drive closed-loop feedback processes, ensuring timely follow-up and issue resolution for detractors and high-priority accounts
• Facilitate workshops, readouts, and customer journey conversations to improve organizational understanding of customer needs
• Maintain program governance, ensuring measurement consistency, data integrity, and documentation
• Benchmark customer experience metrics against industry standards and recommend improvements
• Support strategic CX initiatives such as journey mapping, customer segmentation, persona development, and experience design

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 degree in Business, Marketing, Analytics, or a related field
• 5+ years in customer experience, customer insights, customer success, program management, or related functions
• Experience with customer feedback analysis, journey mapping, and CX frameworks

Preferred Qualifications: 

• Proven solid analytical skills with ability to transform data into insights and insights into action
• Proven excellent communication and presentation skills for executive-level audiences
• Demonstrated program and project management abilities with solid attention to detail
• Ability to influence without authority and drive cross-functional alignment
• Demonstrated customer-centric mindset and solid organizational and interpersonal skills

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

Canada Residents Only: The salary/hourly range for Canada residents is $82,700 to $171,900 annually/per hour. Pay is based on several factors including but not limited to education, work experience, certifications, etc.

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.