9 days old

Omni Migration Lead - Telecommute - 928410

Eden Prairie, MN 55344 Work Remotely
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  • Job Code
    928410

People say change is hard. We say so what? We're in the business of making health care more affordable, simpler and easier for people to access. And we need really smart business professionals who can help us.

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The Omni Migration Lead role supports efforts in building out a best in class customer experience. This position contributes to executing against the day to day deliverables required to transform Optums customer experience through an effort known as Project OMNI. Project OMNI is a multi-year effort where we will engage customers in new ways in a multi-channel environment. This role will focus on building subject matter expertise across key lines of business, executing against business planning and experience design activities, contributing to change management efforts and executing a flawless implementation. This role contributes directly to transforming our current customer capabilities across the enterprise.

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The Customer Experience team is positioned to lead an OMNI cross-channel experience strategy across the enterprise. The desired outcome is a simple, smart and seamless customer experience and OMNI is the catalyst to making this a reality. Our North Star is NPS.

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This strategy is being built in partnership with key enterprise stakeholders. In this role you will actively contribute to making this story come to life. You will flawlessly execute against the strategy and customer agenda. Armed with an outside-in lens, your passion for the customer experience will guide you in designing experiences which delight our customers. You will support critical OMNI implementation efforts from conception to completion.

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In this role, you will skillfully design and support the implementation of best-in-class customer experience capabilities (Project OMNI). Your objective is to deliver a solution which meets the unmet needs of both our customers and internal stakeholders. Your work is strategic as well as tactical as you execute against a multi-year roadmap while also focusing on continuously improving in a post implementation world. You will help formulate the perfect experience design which leverages technology in a way that eradicates customer pain. Your efforts will directly contribute to the Optum growth story.

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Youll enjoy the flexibility to telecommute* from anywhere within United States as you take on some tough challenges.

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Primary Responsibilities:

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  • Design and development of end-to-end consumer experiences & capabilities
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  • Lead change across people, process and technology
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  • Champion the efforts to deliver a consistent experience and customer satisfaction
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  • Execute against a strategy that aligns to goals and framework
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  • Identify and leverage cross-segment resources
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  • Work collaboratively with other parts of the business at all levels
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  • Champion the need for change, assesses change readiness and change management
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  • Influence within highly matrix teams to include process, project, technology, etc.
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  • Identify alternative channels of communication around customer experience
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  • Collaborate with leaders around experience design, requirements, etc.
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  • Proactively initiate and drive change in processes, tools and capabilities
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Youll 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.

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Required Qualifications:

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  • Bachelors Degree or equivalent work experience
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  • 5+ years of experience and a proven track record of driving transformational change and delivering measurable results
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  • 5+ years of experience in developing customer experience programs or initiatives
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  • If you need to enter a work site for any reason, you will be required to screen for symptoms using the ProtectWell mobile app, Interactive Voice Response (i.e., entering your symptoms via phone system) or similar UnitedHealth Group-approved symptom screener. When in a UnitedHealth Group building, employees are required to wear a mask in common areas. In addition, employees must comply with any state and local masking orders
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Preferred Qualifications:

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  • Project Management experience
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  • Understanding of telephony, IVR and associated technologies / capabilities
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  • Demonstrated ability to drive and articulate customer centric change
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Careers with Optum. Here's the idea. We built an entire organization around one giant objective; make health care work better for everyone. So when it comes to how we use the world's large accumulation of health-related information, or guide health and lifestyle choices or manage pharmacy benefits for millions, our first goal is to leap beyond the status quo and uncover new ways to serve. Optum, part of the UnitedHealth Group family of businesses, brings together some of the greatest minds and most advanced ideas on where health care has to go in order to reach its fullest potential. For you, that means working on high performance teams against sophisticated challenges that matter. Optum, incredible ideas in one incredible company and a singular opportunity to do your life's best work.(sm)

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Colorado Residents Only: The salary range for Colorado residents is $79,700 to $142,600. Pay is based on several factors including but not limited to education, work experience, certifications, etc. 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, youll find a far-reaching choice of benefits and incentives.

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*All Telecommuters will be required to adhere to UnitedHealth Groups Telecommuter Policy.

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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.

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UnitedHealth Group is a drug-free workplace. Candidates are required to pass a drug test before beginning employment.

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Job Keywords: Omni Migration Lead, Telecommute, Telecommuting, Telecommuter, Work From Home, Work At Home, Remote, WAH, Eden Prairie, MN, Minnesota

Posted: 2021-06-04 Expires: 2021-07-04

UnitedHealth Group is the most diversified health care company in the United States and a leader worldwide in helping people live healthier lives and helping to make the health system work better for everyone.

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Omni Migration Lead - Telecommute - 928410

UnitedHealth Group
Eden Prairie, MN 55344

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