UnitedHealthcare Hiring for Product Director, Telesales Experience and Analytics – US Telecommute Job at Minnetonka, MN Full Time

UnitedHealthcare is a company that’s on the rise. We’re expanding in multiple directions, across borders and, most of all, in the way we think. Here, innovation isn’t about another gadget, it’s about transforming the health care industry. Ready to make a difference? Make yourself at home with us and start doing your life’s best work.(sm)

The experience in healthcare can be complicated and hard to navigate, making what can already be a challenging time that much harder for a consumer. The Product Director for Telesales Experience and Analytics, is responsible for using product management best practices to set the vision for simplified consumer sales experience in the call centers and execute a technical roadmap with delivery partners. An experience that delivers on the United Heatlh Group mission, of helping members live healthier lives and making the health system work better for everyone.

Again, this role will focus on our Shop and Enroll journey, from the point of browsing our products to application submission, with keen operational focus on conversion of sales leads that reach the Call Centers and overall analytics support for the Shop and Enroll journey. This includes data analysis of key metrics governing the quoting experience, plan comparison and shopping, application submission, the overall sales conversion funnel (from lead to sale tying media attribution) and operating performance (site stability, calls into customer service, API performance, etc.).

The Product Director for Telesales Experience and Analytics will leverage data and insights to develop a strong understanding of consumer behavior and partner with business to define key aspects of the joint consumer and sales agent journey in the call centers accordingly. The role involves partnering with a cross-functional team throughout the process of problem identification, solution intent, solution implementation and measurement. The individual in this role will be expected to use sales conversion experience, in a call center atmosphere, coupled with best in class customer experiences techniques and agile product methodologies, to transform healthcare shopping, application and enrollment experiences at speed and scale which ultimately drive clear benefit value proposition, better plan utilization for consumers, higher sales conversion and more effective CRM outreach for the company.

This role will operate as an influencer and inside sales experience evangelist with all the product lines of business to simplify and consolidate required tooling used by call center agents to manage leads, walk sales prospects through plan comparisons and enrollment, manage account settings on behalf of members and commission tracking. This leader will also be engaged in driving optimizations of call center agent product training materials and automation of manual call center agent processes.

As the data champion for the needs of the entire Shop and Enroll journey team across all channels, this leader will support monthly reporting, dashboard creation, and ad hoc data analysis. Keen focus will be on enabling omnichannel monitoring of acquisition health.

While intensely focused on digital, the charter of this role will be on and offline.

You’ll enjoy the flexibility to telecommute* from anywhere within the U.S. as you take on some tough challenges.

Primary Responsibilities:

• Strategy: Establish long term strategic direction for various products (experience as a product) within a particular joint consumer and call center experience or journey based on consumer insights, research, constituent discovery and business needs
• Planning: Define the customer outcomes, business impacts, and roadmaps for the products within a journey. Proactively identify new customer needs and define the capabilities and features that will solve them. Build and manage the product backlog for optimal value, making trade-offs as needed based on product vision, team capacity, desired business outcomes, stakeholder needs and added information to develop sprint plans
• Use Data to Drive Outcomes – Seeks to deliver viable ideas or learn fast and pivot by understanding pain points and experience analytics. Leverages consumer, operations, and clinical data plus feedback/behavior to drive business outcomes
• Delivery – Manages product experiences, lifecycle from conception to release, works with agile teams to iterate and build; focus on prioritizing the business value from different pieces of the work to improve speed to market for those features that will drive the most value to the company. Partners with implementation teams to flawlessly roll out MVPs and then scaled releases
• Results & Metrics – Defines, tracks and monitors Objectives and Key Results (OKRs). Ensures have correct data and tools for the experience and related sub-processes; uses data to improve experiences

Competencies:

• Ability to effectively manage complex problems, seeking understanding of root causes and exploring new ways to improve and simplify experience
• Relentless learner and student of the industry, technology, and consumer/provider insights
• Proven relationship builder both within the organization and with external partners
• Comfortable working with ambiguity and change
• Works well under pressure, thrives in a multi-faceted work environment and driven by performance and results
• Exceptional written and verbal communication skills with ability to communicate and inspire at all levels, including addressing opportunities, risks, and strategic positioning with business and technology leaders
• Leadership and consensus building skills with willingness to embrace personal and professional development
• Direct Marketing experience with a track record of generating leads, translating analytics into sales funnel insights, content management expertise associated with familiarity with A&B testing, simplified messaging and digital brand architecture
• Account management or CRM experience in sales management in operational environments (preferably call centers) commonly requiring product and system training, customer Q&A, sales tracking to drive conversions (completed and submitted applications) and relationship management – all through digital tools
• Data extraction, management and analysis of large data sets
• Delivering data analyses into simplified insights for executive consumption

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:

• Undergraduate degree
• 7+ years working in product management to deliver solutions using agile principles and methodologies
• Experience with large matrixed organizations and how they operate
• Proven analytical and quantitative skills that align with an OKR based approach
• Track record of connecting digital experiences with key results
• Business case development experience
• A track record of simplifying digital consumer experiences
• Executive presence and track record of engaging and influencing senior and executive leadership team
• Experience working in call center sales and/or operations environment (DTC or agency model), setting and meeting sales targets and cultivating digital experiences leveraged by 3rd parties to convert sales
• Experience manipulating large data sets for examination and analysis or experience directing those types of studies
• Dashboard and reporting creation expertise
• Full COVID-19 vaccination is an essential job function of this role. Candidates located in states that mandate COVID-19 booster doses must also comply with those state requirements. UnitedHealth Group will adhere to all federal, state and local regulations as well as all client requirements and will obtain necessary proof of vaccination, and boosters when applicable, prior to employment to ensure compliance. Candidates must be able to perform all essential job functions with or without reasonable accommodation.

Preferred Qualifications:

• Graduate degree – MBA or Masters
• Healthcare industry experience
• Direct to consumer marketing experience
  • Journey optimization experience dealing with shopping, purchasing and onboarding consumers digitally
• Development and implementation experience with the Less and SAFe Agile frameworks
• Experiencing building and maintaining performance dashboards
• Experience in explaining consumer behavior by interpreting digital analytics and AB testing
• Experience with Google or Adobe Analytics
  • Journey Mapping and Journey Analysis (CX Suite)
  • Design Thinking (IDEO, d.School Double Diamond, etc.,)
  • Defining Moments of Truth
  • Workshop Leadership/Facilitation
  • Voice of Customer (VoC) Technologies (Qualtrics, Medallia, iPerceptions, Adove, LivePerson/OMNI Postcall Survey etc.,)
  • Remote working and leadership
  • Event Level NPS (and NPS in general)
  • Employee Experience
  • Customer Experience
  • Leadership Experience
  • Experience Change Management

To protect the health and safety of our workforce, patients and communities we serve, UnitedHealth Group and its affiliate companies require all employees to disclose COVID-19 vaccination status prior to beginning employment. In addition, some roles and locations require full COVID-19 vaccination, including boosters, as an essential job function. UnitedHealth Group adheres to all federal, state and local COVID-19 vaccination regulations as well as all client COVID-19 vaccination requirements and will obtain the necessary information from candidates prior to employment to ensure compliance. Candidates must be able to perform all essential job functions with or without reasonable accommodation. Failure to meet the vaccination requirement may result in rescission of an employment offer or termination of employment.

Careers with UnitedHealthcare. Let’s talk about opportunity. Start with a Fortune 5 organization that’s serving more than 85 million people already and building the industry’s singular reputation for bold ideas and impeccable execution. Now, add your energy, your passion for excellence, your near-obsession with driving change for the better. Get the picture? UnitedHealthcare is serving employers and individuals, states and communities, military families and veterans where ever they’re found across the globe. We bring them the resources of an industry leader and a commitment to improve their lives that’s second to none. This is no small opportunity. It’s where you can do your life’s best work.(sm)

*All Telecommuters will be required to adhere to UnitedHealth Group’s Telecommuter Policy.

Colorado, Connecticut or Nevada Residents Only : The salary range for Colorado/Connecticut/Nevada residents is $113,500 to $218,100. 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, you’ll find a far-reaching choice of benefits and incentives.

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.

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