> Markdown version of [/jobs/ext/3067977-director-enterprise-experience-strategy-and-design-remote](https://www.wearedevelopers.com/jobs/ext/3067977-director-enterprise-experience-strategy-and-design-remote). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Director, Enterprise Experience Strategy and Design - Remote - **Company:** Optum, Inc - **Location:** Washington, DC, United States (Remote available) - **Experience:** Expert - **Salary:** $134,600.0 - $230,800.0 - **Contract:** Permanent contract - **Skills:** Artificial Intelligence, Customer Data Management, Data Visualization, Software Tools, Lucidchart, Service Design, User-Centered Design, Figma, Interactive Whiteboards - **Published:** September 25, 2026 - **Apply:** https://arc.dev/remote-jobs/j/redirect/pmw3r7cgs0 ## About the Role * 10+ years of experience leading customer experience, service design, digital transformation, product strategy, or business transformation initiatives, including responsibility for enterprise-scale strategy development and execution * Experience leading enterprise AI transformation, including strategy, adoption, operating model evolution, workforce enablement, and value realization * Experience developing and leading high-performing teams, including coaching, mentoring, and fostering a culture of collaboration, innovation, and continuous improvement * Demonstrated experience leveraging qualitative and quantitative research, Voice of Customer data, operational metrics, and market insights to develop recommendations, influence decision-making, and establish performance measurement frameworks * Proven expertise applying human-centered design methodologies, journey mapping, service design, experience architecture, and research to identify opportunities and deliver measurable business outcomes * Expertise applying AI technologies to enhance insight generation, decision-making, problem-solving, and experience delivery, with the ability to translate emerging capabilities into business value and improved outcomes * Proficiency with experience design, collaboration, and visualization tools such as Miro, Figma, Mural, Lucidchart, or similar platforms * Demonstrated success influencing executive stakeholders and driving alignment across multiple business units in a complex, matrixed organization * Demonstrated solid business acumen with experience building business cases, prioritizing investments, and connecting experience improvements to growth, operational performance, and financial outcomes * Demonstrated ability to manage multiple strategic priorities simultaneously while leading organizational change and driving stakeholder alignment * Proven ability to lead large-scale, cross-functional initiatives and influence executive stakeholders across complex, highly matrixed organizations * Proven exceptional executive communication, facilitation, and presentation skills, with the ability to translate complex concepts and insights into clear, actionable recommendations for senior leadership, * Certifications in Human-Centered Design, Design Thinking, User Experience (UX), Service Design, or related disciplines * Healthcare, health services, or regulated industry experience * Experience leading enterprise experience transformation initiatives across multiple business units and channels * Experience with customer experience measurement frameworks, including Net Promoter Score (NPS), Voice of Customer (VoC), and customer journey analytics * All employees working remotely will be required to adhere to UnitedHealth Group's Telecommuter Policy ## Description Enterprise Experience Strategy: * Develop and lead enterprise experience strategies that align with organizational priorities and business objectives * Identify opportunities to improve constituent outcomes, engagement, satisfaction, retention, and growth across channels and lines of business * Translate consumer needs, market insights, and business requirements into actionable experience recommendations and investment priorities. * Build business cases that connect experience improvements to measurable business value and outcomes * Drive AI-enabled experience strategy, architecture, and design practices to uncover insights, shape future-state experiences, and deliver innovative, scalable solutions Human-Centered Design & Experience Architecture * Lead end-to-end experience strategy and design efforts using human-centered design principles, AI-enabled tools, and advanced design methodologies to accelerate insight generation, ideation, and solution development * Design and optimize omnichannel experiences across digital, operational, service, AI-powered, and agent-assisted touchpoints * Develop journey maps, service blueprints, personas, experience architectures, and future-state experience visions that leverage AI and agentic capabilities to create more intelligent, personalized, and proactive experiences * Drive the enterprise AI and agentic experience vision, identifying opportunities to embed AI-powered assistants, automation, and emerging technologies into consumer, provider and client journeys to improve outcomes, efficiency, and satisfaction * Facilitate ideation, co-creation, and innovation workshops to identify and prioritize experience improvements Insights, Research & Experience Analytics * Lead the synthesis of consumer, market, operational, and business insights using advanced analytics, AI-powered research tools, and emerging technologies to identify experience opportunities and inform strategic decision-making * Analyze behavioral, attitudinal, operational, Voice of Customer, and AI-derived insights to uncover trends, pain points, unmet needs, and opportunities for innovation across the customer journey * Establish success metrics, measurement frameworks, and AI-enabled monitoring capabilities to evaluate the impact of experience initiatives and drive continuous improvement * Translate complex data, research findings, and AI-generated insights into clear, executive-ready recommendations, business cases, and action plans that influence strategy and investment decisions Leadership & Cross-Functional Collaboration & AI Transformation * Lead and develop high-performing experience professionals while fostering a culture of collaboration, innovation, and continuous improvement * Influence leaders across Optum, UnitedHealthcare, and UnitedHealth Group to align on experience priorities and transformation efforts * Partner with product, technology, operations, marketing, clinical, and business teams to integrate consumer-centric principles into strategic initiatives * Drive alignment across stakeholders and facilitate decision-making in a highly matrixed environment * Lead enterprise AI transformation initiatives, establishing strategic roadmaps, advancing AI and agentic capabilities, and driving adoption that improves consumer outcomes, operational performance, and business growth Experience Transformation & Optimization * Lead strategic initiatives that modernize and improve experiences, business processes, and organizational capabilities * Drive prioritization of high-value experience opportunities and investment decisions * Monitor outcomes and continuously optimize experiences based on consumer/provider/client feedback, business performance, and emerging trends * Present progress, recommendations, and results to executive leadership 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. ## 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