Bind Member Experience Research Lead - Telecommute

UnitedHealthcare is a company that's on the rise. We're expanding in multiple directions, across borders and, most of all, in the way we think. Here, innovation isn't about another gadget, it's about transforming the health care industry. Ready to make a difference? Make yourself at home with us and start doing your life's best work.(sm) 

Bind was formed in 2016 by veteran health insurance innovators passionate about making health insurance personal - with the clarity, flexibility and power people deserve.

Want to move mountains?

Bind took the old model of health insurance apart and is 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 and flexibility and an awesome, intuitive experience. 

Where different wins.

Help build different and make a difference. Become a Binder and help us revolutionize health insurance.

The Member Experience Research Lead is responsible for delivering action-oriented insight programs designed to inform and guide improvements to the Bind product and service experience.  Oversight of the company’s Member Voice / Net Promoter System will reside with this individual including creation, administration, and socialization.  These programs will represent quantitative and qualitative methods purposefully built to bring the voice of the member to the prioritization table in a fact-based, and data-driven manner. 

Innovation and an ability to build as it applies to research will be needed daily.  Seeing a possible solution to a research challenge as an exciting opportunity is what we’re looking for.  Looking at insight as a constantly evolving program built on numerous iterations is the lens that will bring success to the role.  Additionally, responsibility for aligning experience improvement to the voice of the member will be an important role.  To accomplish this, an ability to create strong partnerships throughout the company will be crucial both to execute the research as well as to ensure the findings are put to use.  This role is part of the company’s Member Experience function within the Operations pillar of Bind but will be highly collaborative with a diverse group of partners and internal clients.  This individual will play a critical role in shaping the broader research muscle of Bind representing needs and resources within Marketing, Product, Revenue, as well as their peers in Operations. 

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

Primary Responsibilities: 

• Creating and operating Bind’s member and prospective member research capabilities.
• Building a listening network throughout all of the company’s channels to proactively and reactively capture member voice and ensure a closed-loop feedback cycle exists.
• Manage the company’s Member Voice relationship study including design, administration, collaborative analysis and socialization.  Extend this program to additional channels and interaction points.
• Promote and evangelize member qualitative / verbatim data usage through text analyses both manual and automated.
• Identify key moments of truth that should be measured and have feedback loops embedded.  Ensure that existing cross-channel and experience approaches are standardized and build where missing.
• Build an audience segmentation approach for members as well as prospective members.  Evangelize the usage of this segmentation approach to target product enhancements.
• Create the capability for rapid member co-creation.  Use an innovative mindset to develop a community / panel approach to rapidly engaging members in research on new features or concepts.
• Manage the company’s internal research platform (currently Qualtrics) to build and perform research.
• Collaborate with the User Experience team, Marketing, and others to execute cross-functional projects as needed.  Partner to integrate findings of various studies into enterprise learning.
• Utilize a spirit of innovation and creativity to solve research challenges and methodology obstacles in an efficient and rapid manner.  Engage third party research resources to perform projects when necessary.
• Providing research expertise and consultative support to internal business partners as they seek to understand our members and potential members.
• Engaging internal business partners to identify opportunities to do research that will help improve business performance.
• Presenting findings in a compelling and engaging manner with all levels and groups within Bind.
• Ensuring all research activities comply with regulatory requirements and company procedures.

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 in psychology, market research, marketing, statistics or other related field.
• 5 years’ experience in customer research.  Experience should be a high mixture of self-directed and self-originated research programs.
• 5 years developing customer feedback / listening tools and technology – e.g. NPS, CSAT, closed-loop survey systems, etc.  Again, focus on development of these approaches will be key.
• Solid understanding of customer research methodologies including quantitative and qualitative approaches.
• Deep experience with Insight generation / analytical skills.  Able to tell the story the data brings forward.
• Extreme proficiency with research technologies and platforms.  This role will be expected to be self-supporting on the research platform (currently Qualtrics).
• Ability to thrive in a fast-paced environment with a solid bias towards action.

Preferred Qualifications:

• Familiarity with data visualization platforms such as Tableau, Domo,
• Experience in B2B and B2B2C environments.
• Willingness and enthusiasm for working “at the top of your license” and well below it, frequently in the same day.
• Experience in the Healthcare industry

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) 

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

Colorado, Connecticut or Nevada Residents Only: The salary range for Colorado residents is $82,100 to $146,900. The salary range for Connecticut/Nevada residents is $90,500 to $161,600. 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.

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.