Voice of the Customer (VOC) Program Manager – Remote

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 equitable. 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 Member Loyalty and Insights Voice of the Customer (VOC) team as we shed light on our member’s experience and work to make it better.
Listening is at the heart of what we do. We use the power of member feedback (harnessed with the latest NLP technologies), research, and collaboration with our strategic partners to learn more about our members needs/wants/preferences. We then take that information and put it into action across the organization.
The VOC Program Manager will collaborate with leaders and peers across the organization to ensure VOC insights are known and used to drive prioritization of, and improvements in, the Member Experience. They will evangelize member feedback, advocate for our members, and understand the relationship between member feedback and key experience indicators (e.g., NPS, CAHPS, retention). This role is accountable for ensuring VOC Stakeholders have plans to improve processes, products, and services aligned to member feedback and Loyalty and Retention strategies. They will partner with Stakeholders to ensure VOC insights are represented in improvement initiatives and value is being created for our members, Stakeholders, and organization.
The ideal candidate is passionate about Consumer Experience and excels in program management. They must demonstrate compassion for our members, be driven to make improvements, and have a well-developed understanding of the products, processes, and services our members receive. This position requires significant collaboration, solid people skills, and the ability to translate VOC findings into actionable artifacts for stakeholders. Effective communication, both written and verbal, to any audience is essential. To be successful in this role, you’ll need to be organized, detail-oriented, motivated, and a skilled communicator.
You’ll enjoy the flexibility to work remotely * from anywhere within the U.S. as you take on some tough challenges.
Primary Responsibilities:
Program and Priority Management

Assist in managing operations for the team including analysis prioritization, tracking of completed work, action item follow-up, and value creation

Coordinate the development of VOC workstreams: partner with the business, bring insights for solutioning, validate plan to meet goals and improve metrics

Synthesize VOC insights and activate to drive understanding, decision making, and action

Perform program analysis: tracking Stakeholder, Member, and Organization value creation

Flexibility to take on additional ad hoc work as needed, including acute issue management

Meeting Planning, Facilitation & Follow-up

Develop agendas, engagement communications, and coordinate logistics for Stakeholder meetings

Manage preparation for and facilitate meetings and focus groups

Prepare, coordinate, and distribute meeting materials

Investigate, delegate, and ensure meeting questions and action items have been followed-up on thoroughly, timely, and clearly

Represent the VOC in business decisions through presentations, reporting, meetings, and ad-hoc inquiries

VOC Communication

Prepare executive level presentations and communications

Translate VOC finings, complex concepts and data, in ways that can be understood by a variety of audiences

Ensure deadlines are set and met for key communication milestones

Provide coaching on analysis deliverables to ensure consistent quality and content across VOC work

Collaborative Program & Strategic Planning and Management

Establish, cultivate, and maintain solid, collaborative working relationships with key partners to drive transformation objectives and goals

Assist leadership in creating alignment and a unified approach across Member Loyalty and Insights

Act as subject matter expert for VOC and provide oversight on work to ensure we are not creating unnecessary, duplicative solutions

Demonstrate experience thinking and readily identify downstream impacts of decisions

Cast a strong leadership shadow of integrity, compassion, relationships, innovation, and performance

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:

5+ years of experience leading business process improvement initiatives, projects, or program management with demonstrated experience translating program findings and results into executive level communication artifacts

5+ years of communications experience including development of executive facing written communication (e.g., emails, newsletters, and presentations). Examples may be requested

5+ years of experience in managing people and processes through influence (vs. direct authority)

5+ years of experience interacting effectively with executives and building solid relationships across stakeholders

3+ years of Medicare (M&R) experience with demonstrated knowledge of the core issues impacting M&R Members, the Medicare landscape, and Medicare products

2+ years of experience planning, facilitating, and leading large meetings with executive level stakeholders

Proven ability to foster and manage working relationships in a highly matrixed environment

Ability to creatively problem solve – juggling multiple priorities

Demonstrated passion for people, with an intense desire to find ways to improve their experience

Ability to be a self-Starter who is motivated and always looking for ways to drive improvement

Proven attention to detail, and the ability to synthesize data and capture nuance

Exhibits a high degree of resourcefulness and works well with ambiguity

Proven solid critical thinking skills

Demonstrated fearless and positive attitude

Preferred Qualifications:

Advanced training and experience with project or program management (or equivalent experience): PMP Certification, PMO Certification, or university-based certificate in Project/Program Management, MPM degree Experience working with virtual teammates and stakeholders, including Senior Leadership

Demonstrated knowledge of CAHPS

Experience developing journey maps or process documentation (transforming ideas into visible and/or tangible dimensions)

Experience using AI tools like CoPilot to drive efficiency in work

*All employees working remotely will be required to adhere to UnitedHealth Group’s Telecommuter Policy
The salary range for this role is $106,800 to $194,200 annually based on full-time employment. Pay is based on several factors including but not limited to local labor markets, education, work experience, certifications, etc. UnitedHealth Group complies with all minimum wage laws as applicable. 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.
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.
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.

UnitedHealth Group