Consumer Experience Data 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 are seeking a highly skilled Data Analyst to join our Consumer Operations Vital and Experience- Hub (COVE). The Data Analyst will play a crucial role in creating and building our reports for the real time monitoring of the health of our operating model in conjunction with back-office functions across lines of business, seeking to best prepare and understand the biggest consumer impacts. As a Data Analyst, you will be responsible for providing data-driven insights and building advanced AI / ML solutions to the various lines of business and shared services organizations within UnitedHealthcare. Our team partners with various entities within the enterprise to increase operational value, optimize experience and lower healthcare costs.   

This team serves across a wide variety of business domains including consumer experience (omnichannel, customer service, campaigns, net promoter scores), digital and service delivery, and many more.  

This Data Analytics role will support the Omni-Channel Domain to develop data-driven insights that lead to improved constituent experience, improved decision-making, and more efficient execution across multiple lines of business.

This position is hybrid with a minimum of four days in office a week at Healthcare Lane, Minnetonka MN. 

Primary Responsibilities:

• Analyze operational data to identify areas for process improvement, cost optimization, and enhance the consumer experience. This data includes NPS trends, consumer verbatims, digital portal interactions, consumer metrics/critical ops metrics, and more
• Collaborate with cross-functional teams, including, but not limited to WFM, Consumer Resolution Center (CRC), Product, Claims, Call Ops, IT, Sales, Enrollment, Implementation, and Provider Ops, to identify key business problems, then diagnose, analyze, and synthesize data, analytics and reporting solutions to solve them
• Contribute to continued organizational growth by sharing knowledge, promoting a positive team environment, mentoring others and continual self-development
• Perform as an individual contributor as a part of analytics and reporting solutions by querying a variety of data sources, wrangling data, and building visually appealing dashboards and reports to identify insights and opportunities

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:

• 2+ years of experience in highly quantitative field such as statistics, business analytics or computer science
• 1+ years of hands-on experience in data analysis, data science, data-driven investigations, data storytelling, visualizations, and analytic insight creation for executive consumption 
• Experience in Excel diving into data to discover hidden patterns, using data visualization tools 
• Demonstrated experience performing statistical analysis to identify anomalies at scale
• Advanced proficiency in SQL
• Proficiency in business intelligence tools such as PowerBI and Tableau
• Proficiency in MS Office products: Excel, Word, PowerPoint, Visio
• Proven problem-solving attitude with the ability to drive process improvements
• Must be able to work in the MN office Hybrid 4 days a week

Preferred Qualifications:

• Experience with Python 
• Knowledge of Machine Learning/Artificial Intelligence algorithms and techniques
• Familiarity with Agile Framework methodologies 
• Proven ability to create and deliver presentations to various levels of leadership with ease
• Proven excellent analytical and problem-solving skills including the ability to identify root causes and recommend solutions 
• Proven ability to work well under pressure in a fast-paced environment while demonstrating high level of maturity

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.