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Engagement Layer, Test Kitchen Lead - Eden Prairie or Telecommute

02/02/2019Call Center
Job Location:
Eden Prairie, MN
Metro Area:
MN - Minneapolis
Company Name: UnitedHealth Group
Website:  Click to Visit
UnitedHealth Group
Be a Change Leader by establishing strategic working relationships across the enterprise to drive strategy for how our business partners can optimize agent tools to enable our agents to focus on empathizing and providing best in class service to our end constituents. This role will execute multiple Test Kitchens (human centered design) engagements to gather critical insights, develop recommendations to optimize agent tools / processes and drive the execution to deliver multi - million dollar wins across the enterprise and enhancing the experience of our customers.   You’ll enjoy the flexibility to telecommute* from anywhere within the U.S. as you take on some tough challenges.   Primary Responsibilities: Lead Human Centered Design approach through agent exploration, co - design, usability testing, quality assurance, and continuous feedback Execute multiple human centered design engagements and drive value through experimentation and agile delivery - delivering multimillion dollar wins across the enterprise Partner and drive the strategy for how the business can optimize their agent tools to deliver an enhance experience by conducting Human Centered Design activities throughout the development and deployment of new technological and process enhancements Use insights from Voice of Customer, Analytics, Voice of Employee to drive and articulate agent desktop experience improvements  Drive a culture of experimentation and innovation by facilitating working sessions across the organization aimed at generating ideas and solutions that will drive smart, simple and seamless solutions for our customers Understands all enterprise agent capabilities to ensure we are leveraging existing strategic solutions to optimize the agent experience Effectively engage and partner with cross - functional teams to deliver successful technology implementations that aim to improve the customer and employee experience across all areas of the enterprise Develop strong network of trusted relationships across the enterprise, working across matrix environment to engage appropriate internal and external partners to assure successful ideation, testing and execution


Required Qualifications: 2+ years of managing directly or indirectly cross - functional teams in geographically dispersed workforces across several business areas Experience with agile development Strong interpersonal, relationship building and communication skills across all levels of leadership from front - line users to senior leadership Ability to gather insights from observations and interviews in order to creatively problem solve and determine solutions to meet user needs Strong influencing skills to ensure development of new tools will meet the needs of the end users as this role will not be in a decision making role but rather influence based on insights Ability to understand how specific projects support the holistic end user experience and develop roadmap to achieve the long term vision Preferred Qualifications: Human - Centered Design experience Change Management experience Product development experience Experience working with Operations (call centers, back office teams, etc.) Bachelors Degree Careers with Optum. Here's the idea. We built an entire organization around one giant objective; make the health system 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)   *All Telecommuters will be required to adhere to UnitedHealth Group’s Telecommuter Policy. 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.     Job Keywords: Engagement Layer Test Kitchen Lead, Eden Prairie, Telecommute, Telecommuting, Working from Home, agile, change management,
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