[Remote] Senior Director, UX CX Design - Service Transformation - Remote
Note: The job is a remote job and is open to candidates in USA. Optum is a global organization that delivers care aided by technology to help millions of people live healthier lives. The Sr. Director, UX/CX Design role is critical for advancing enterprise simplification and delivering a unified design approach across service tool rationalization within the Optum Enterprise Digital Product Office. This position involves leading a large portfolio and team, guiding design strategy from vision through execution, and simplifying complex service ecosystems to improve user experience.
Responsibilities
- Lead and oversee a complex portfolio of work aligned to Service Transformation and enterprise experience strategy
- Define and drive a unified experience vision across call center journeys
- Advance service tool rationalization efforts by simplifying workflows, reuse and cohesive, scalable design solutions
- Translate product and enterprise strategies into clear design vision, frameworks, and actionable plans
- Guide teams in turning complex, abstract problems into simple, elegant designs across desktop, chat and conversational experiences
- Drive cross-functional decision-making, influencing senior stakeholders across product, engineering, operations, and business teams
- Establish and communicate design strategy, priorities, and progress across a broad portfolio
- Ensure designs meet usability, accessibility (A11y), legal, and technical feasibility standards
- Foster a culture of design excellence, innovation, and continuous learning across teams
- Lead, coach, and develop a high-performing team, creating an inclusive and collaborative environment
Skills
- Experience in contact center transformation
- Experience with service operations and enterprise workflow transformation
- Experience owning outcomes across large-scale enterprise transformation initiatives
- Experience managing large teams and portfolios, including developing leaders and driving performance
- Deep understanding of user-centered design principles, accessibility, and best practices
- Expertise in UX disciplines, including items like service design, interaction design, research, and prototyping
- Proven expertise designing for high-volume, high-complexity service environments where efficiency, accuracy, and usability are critical
- Proven ability to lead complex, cross-functional decision-making in a highly matrixed environment
- Solid proven executive presence with the ability to influence and align stakeholders at all levels
- Demonstrated ability to translate strategy into scalable design solutions and measurable impact
- Proven solid systems thinking and ability to simplify complex workflows and experiences
- Proven ability to manage ambiguity and drive clarity in fast-changing, high-impact environments
- Proven solid communication skills with the ability to clearly articulate vision, decisions, and trade-offs
- Experience driving design maturity and thought leadership across an organization
- Experience working with or leveraging AI as a supporting tool within product and design workflows
- Understanding of data-informed design and performance measurement
- Familiarity with healthcare, regulated environments, or large-scale service ecosystems
- Proven ability to create frameworks, toolkits, and repeatable ways of working at scale
- Passion for advancing health equity and inclusive design practices
- All employees working remotely will be required to adhere to UnitedHealth Group's Telecommuter Policy
Benefits
- A comprehensive benefits package
- Incentive and recognition programs
- Equity stock purchase
- 401k contribution (all benefits are subject to eligibility requirements)
- Flexibility to work remotely rom anywhere within the U.S.
- For all hires in the Minneapolis or Washington, D.C. area, you will be required to work in the office a minimum of four days per week
Company Overview
Company H1B Sponsorship