Consumer Experience Analyst

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.

We're seeking a data-driven, consumer-focused analyst to join our team and help elevate the member experience through operational insights and strategic recommendations. This role is ideal for someone who thrives in a fast-paced environment, enjoys cross-functional collaboration, and is passionate about turning data into action.

Primary Responsibilities:

• Analyze operational data, including consumer feedback, provider feedback, digital interactions, and performance metrics to identify opportunities for process improvement, cost optimization, and experience enhancement
• Monitor and interpret dashboards, reports, and KPIs to surface trends and potential friction points across consumer journeys
• Collaborate with teams across Operations, Product, Claims, Sales, Enrollment, Implementation, and Provider Services to drive improvements and resolve issues impacting the consumer experience
• Lead intake and discovery for ad hoc analysis requests, define scope, and deliver insights that inform strategic decisions
• Present findings to senior leadership through clear, compelling narratives and visualizations.
• Track the impact of implemented recommendations and continuously refine approaches based on feedback and outcomes

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:

• 3+ years of experience in consumer-focused operations, claims, call center, or business analysis
• Proven ability to manage multiple priorities and respond to real-time business needs
• Proven exceptional analytical and problem-solving skills with experience working with large, complex datasets
• Proven solid written and verbal communication skills with the ability to tailor messaging to various audiences
• Ability to be detail-oriented mindset with a commitment to accuracy and quality
• Proven intermediate PowerPoint skills with experience communicating recommendations
• Proficiency in Excel, including pivot tables, formulas, and data manipulation

Preferred Qualifications:

• Experience analyzing multi-channel customer feedback data (e.g., voice, digital, survey) within healthcare, insurance, or other regulated industries
• Advanced Excel skills, including cleansing and structuring large datasets
• Familiarity with data visualization tools (e.g., Power BI, Tableau or equivalent)

Pay is based on several factors including but not limited to local labor markets, education, work experience, certifications, etc. In addition to your salary, we offer 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 us, you'll find a far-reaching choice of benefits and incentives. The salary for this role will range from $58,800 to $105,000 annually based on full-time employment. We comply with all minimum wage laws as applicable.

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.

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