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Job Details

UnitedHealth Group

Senior Director, Behavioral Design and Consumer Insights - Remote


Medical Director


Minnetonka, Minnesota, United States

Careers at Bind, part of the UnitedHealthcare family of businesses. At Bind, we work to make health insurance personal with the clarity, flexibility and power people deserve. We took the old model of health insurance apart and are rebuilding it from floor to ceiling, from studs to rafters. We're not iterating a tired design or nudging a change-resistant industry, we're delivering what people want now - clear prices, timely support, personal choice, flexibility and an intuitive experience. Help build different and make a difference by doing your life’s best work.(sm)

Surest™, A UnitedHealthcare Company, (formerly Bind) provides a new approach to health benefits designed to make it easier and more affordable for people to access health care services. Our innovative company is part tech start-up, part ground-breaking service delivery--changing the way benefits serve customers and consumers to deliver meaningful results and better outcomes (and we have just begun). We understand our members and employers alike desire a user-friendly, intuitive experience that puts people in control when it comes to the choices they make and the costs they pay for medical care, and we are seeking team members to continue to advance our vision. By harnessing data and technology, Surest plans are designed to better meet the health and financial needs of all Americans. At Surest, we pride ourselves in our ability to make a difference, and with the backing of our parent company, UnitedHealthcare, we can operate in the best of both worlds—the culture and pace of an innovative start-up with big company support and stability. Come join the Surest team and help us design and deliver a cutting-edge health benefit that changes the face of healthcare.

As the leader of the Behavioral Research & Consumer Insights team, you will use qualitative and quantitative research methods to immerse in and optimize the consumer experience to create behavior change through product and service design. You'll be overseeing all strategic insights to craft compelling, informative, engaging, and high-impact stories across a myriad of success metrics. You will work cross-department with team members responsible for product, marketing, marketing materials for members, web/SEO, and service teams.

We're looking for a self-starter who is comfortable wearing multiple hats and thrives in a dynamic environment. You will be a curious individual with an insatiable appetite for creating behavior change through mobile health interventions, learning and a strong believer in behavioral science, consumer input and testing (test and learn iterations), and human-centered design.

You’ll enjoy the flexibility to telecommute* from anywhere within the U.S. as you take on some tough challenges.

Primary Responsibilities:
Team Leadership & Development:

  • The ability to persevere in the face of challenges, problem solve and partner with other members of the team cross-functionally (Revenue, Operations, Data Science, Product) and within marketing
  • Lead and inspire a cross-functional team to glean actionable insights to create an optimal member experience for an innovative health plan experience which requires a novel consumer behavior change
  • A leader who can manage 2 - 3 team members

Behavioral Research

  • Develop and oversee a vision to increase employee engagement and well-being through behavioral change tactics by conducting behavioral diagnosis, identifying biases, and executing experiments
  • Apply insights from behavioral economics, psychology and sociology to our design, communications, content, and service experiences
  • Understand the long-term outcomes we are trying to impact, and which behaviors are important to driving those outcomes and creating behavior change
  • Develop behaviorally informed strategies, visual and content designs that improve the member experience
  • Serve as SME on behavioral science principles, current research, and design to create behavior change
  • Design and improve conversations and mobile health interventions that grow, nurture, and retain member engagement to achieve better outcomes
  • Collaborate with a broader community of behavioral scientists and designers to share knowledge across UHC and Surest

Strategy & Insights Leadership:

  • As a strategic thinker, you will use insights, research, and data to inform concept testing, business drivers and strategies, and barrier and trade-off identification to inform the actions of the Surest Leadership Team and annual Marketing Plan
  • Working with the UHC team, implement and report ongoing NPS survey measurement to maintain best-in-class scores while continually improving the experience
  • Work cross-functionally with the Operations and Product teams to refine and enhance the member experience strategy via insights and learning gained from NPS and member inputs resulting in a creative, game-changing experience in health insurance
  • Build effective customer satisfaction survey, brand tracking, user experience research, digital diaries, and ethnographic research to inform product, operations and marketing strategies and action items
  • Partner with UX researcher (internal) to inform product design, marketing language and content
  • Partner with UHC/Optum and internal and external partners to create segmentation and personas of key consumer prospects and early adopters
  • Leverage and lead foundational and agile research to gather insights to inform customer and consumer work related to our brand
  • Agency and research partner direction and input, as needed

Content Strategy

  • Translate research and insights to messaging and go-to-market value propositions that communicate the value of our products and solutions, working with the content marketing team
  • Understand the consumer journey from pre-member status to member, assisting with creating compelling marketing messages along the way to create a positive and engaging member experience
  • Propose, develop, and evaluate innovative and digital marketing strategies

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:

  • Bachelor’s degree
  • 10+ years of senior experience in research (qualitative and quantitative), insights, and content strategy
  • 5+ years of academic, applied behavioral science and/or design research experience
  • 3+ years of applying behavioral insights to product or service design
  • Full COVID-19 vaccination is an essential job function of this role. Candidates located in states that mandate COVID-19 booster doses must also comply with those state requirements. UnitedHealth Group will adhere to all federal, state and local regulations as well as all client requirements and will obtain necessary proof of vaccination, and boosters when applicable, prior to employment to ensure compliance. Candidates must be able to perform all essential job functions with or without reasonable accommodation

Preferred Qualifications:

  • Comfortable with ambiguity and uncertainty; the ability to adapt nimbly and lead others through complex situations
  • A leader who is viewed by others as having a high degree of integrity, attention-to-detail, and forethought in their approach to making decisions; the ability to act in a transparent and consistent manner while always considering what is best for the organization
  • Solid project and team management skills; can drive from insight to ideation to execution, manage multiple projects at once, and re-prioritize as needed
  • Strategic mindset and understanding of customer journey
  • Ability to thrive in a fast-paced environment

To protect the health and safety of our workforce, patients and communities we serve, UnitedHealth Group and its affiliate companies require all employees to disclose COVID-19 vaccination status prior to beginning employment. In addition, some roles and locations require full COVID-19 vaccination, including boosters, as an essential job function. UnitedHealth Group adheres to all federal, state and local COVID-19 vaccination regulations as well as all client COVID-19 vaccination requirements and will obtain the necessary information from candidates prior to employment to ensure compliance. Candidates must be able to perform all essential job functions with or without reasonable accommodation. Failure to meet the vaccination requirement may result in rescission of an employment offer or termination of employment

Careers at UnitedHealthcare Employer & Individual. We all want to make a difference with the work we do. Sometimes we're presented with an opportunity to make a difference on a scale we couldn't imagine. Here, you get that opportunity every day. As a member of one of our elite teams, you'll provide the ideas and solutions that help nearly 25 million customers live healthier lives. You'll help write the next chapter in the history of health care. And you'll find a wealth of open doors and career paths that will take you as far as you want to go. Go further. This is your life's best work.(sm)

Colorado, Connecticut or Nevada Residents Only: The salary range for Colorado residents is $113,500 to $218,100. The salary range for Connecticut / Nevada residents is $113,500 to $218,100. Pay is based on several factors including but not limited to education, work experience, certifications, etc. 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.

*All Telecommuters will be required to adhere to UnitedHealth Group’s Telecommuter Policy.

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.