This position is responsible for providing leadership and direction to all of Transactions regarding all aspects of NPS programs that impact markets of customers. Individual will also be responsible for providing and working with the Optum Governance Committee for NPS to create Dashboards, Action Plans with Leadership and upstream business partners on NPS Drivers and Responses.
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Needs Assessment: Analyze gaps and drivers of NPS and outline what changes or improvements would impact NPS performance. Develops and translates NPS strategies or functional/operational objectives for a customer, line of business, or major portion of a business segment functional area
Prioritization/ROI: determine which actions would yield the largest returns and recommend an approach to address the largest opportunities across Transactions
Planning & Resourcing: help leaders identify and resource the individual NPS projects which would be led by the businesses. They will help develop the strategy and approach needed to close gaps. The handoff to the individual businesses and employees/leaders occurs as the business maintains accountability for the actions and deploys resources needed to deliver NPS improvements. Individual business leaders are best positioned to implement the recommendations with a holistic view to the overall business operation.
Reporting: report on teams’ success rates, improvements, and project progress to the leadership team on a regular cadence
NPS Implement / Manage Operations Programs and Strategies
Drive NPS tools / programs to understand the impacts and opportunities across all of Transactions - voice of the customer
Work with the Program Management Team driving the NPS Strategy and provide monthly updates to the Governance Team
Create Structure on driving the NPS program within the business
Create processes to ensure the operations/business are being accountable for the NPS results
Create a governance process within the Operation that will validate and prioritize resources, example:
Training
Auditing
Technology
Automation
Create and manage projects plans to drive customer/business specific needs
Implement Service Level agreements to monitor and measure success (what does success mean)
Operationalize workflows to ensure all plans are up to date and driving the process for NPS efficiently as possible
Accountable for ensuring programs around NPS improvements/Strategies are implemented and maintained effectively and efficiently
Evaluate Operations Program and Strategy Performance for Transactions
Responsible for the development and oversight of the Transactions-specific Net Promotor Score (NPS) program
Specific transactions responsibilities:
Provide leadership to the Optum Transactions value streams in developing NPS programs and monitoring to ensure the Business is maintaining initiatives focused on improving both the provider’s and members experiencing driving higher NPS scores
Providing updates to Optum-wide Provider and Member Experience (NPS) governance bodies
Establishing and managing ongoing NPS communication efforts for Transactions
Identifying, developing and overseeing NPS education and training initiatives driven from the engagement of the Optum Leadership and the business
Driving NPS reporting for all of Transactions - dashboards, management reporting - ensuring the business is owning and providing
Accountable for proving detailed updates to the Transaction Leadership Team on dashboards and Action Plans for NPS improvements
Requirements
To be considered for this position, applicants need to meet the qualifications listed in this posting.
Required Qualifications:
BA / BS degree
7+ years of experience in designing, developing and implementing methods to drive consumer satisfaction and NPS
5+ years of experience in analysis of consumer feedback; using the output to interrupt, create and remediate
Advanced level of proficiency with Excel and PowerPoint
Prior experience with end to end process review and continuous process improvement in a high volume transactions environment
Demonstrated ability to communicate ideas clearly and concisely to senior leadership
Prior experience working with large consumer data sets and making data-driven analytical decisions (to include gap analysis, creation of dashboards, action plans, prioritization of programs, and monitoring the ROI)
Prior experience working with consumer driven projects and programs strongly preferred
Prior experience working within a large matrixed organization and proven success within that environment
Preferred Qualifications:
Master’s Degree
Experience within a high transactional environment, within financial services, retail, or healthcare
Six Sigma/Lean Methodology (training and/or certification)
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