[Remote] Senior Director, UX CX Design - Service Transformation - Remote

Note: The job is a remote job and is open to candidates in USA. Optum is a global organization that delivers care aided by technology to help millions of people live healthier lives. The Sr. Director, UX/CX Design role is critical for advancing enterprise simplification and delivering a unified design approach across service tool rationalization within the Optum Enterprise Digital Product Office. This position involves leading a large portfolio and team, guiding design strategy from vision through execution, and simplifying complex service ecosystems to improve user experience.ResponsibilitiesLead and oversee a complex portfolio of work aligned to Service Transformation and enterprise experience strategyDefine and drive a unified experience vision across call center journeysAdvance service tool rationalization efforts by simplifying workflows, reuse and cohesive, scalable design solutionsTranslate product and enterprise strategies into clear design vision, frameworks, and actionable plansGuide teams in turning complex, abstract problems into simple, elegant designs across desktop, chat and conversational experiencesDrive cross-functional decision-making, influencing senior stakeholders across product, engineering, operations, and business teamsEstablish and communicate design strategy, priorities, and progress across a broad portfolioEnsure designs meet usability, accessibility (A11y), legal, and technical feasibility standardsFoster a culture of design excellence, innovation, and continuous learning across teamsLead, coach, and develop a high-performing team, creating an inclusive and collaborative environmentSkillsExperience in contact center transformationExperience with service operations and enterprise workflow transformationExperience owning outcomes across large-scale enterprise transformation initiativesExperience managing large teams and portfolios, including developing leaders and driving performanceDeep understanding of user-centered design principles, accessibility, and best practicesExpertise in UX disciplines, including items like service design, interaction design, research, and prototypingProven expertise designing for high-volume, high-complexity service environments where efficiency, accuracy, and usability are criticalProven ability to lead complex, cross-functional decision-making in a highly matrixed environmentSolid proven executive presence with the ability to influence and align stakeholders at all levelsDemonstrated ability to translate strategy into scalable design solutions and measurable impactProven solid systems thinking and ability to simplify complex workflows and experiencesProven ability to manage ambiguity and drive clarity in fast-changing, high-impact environmentsProven solid communication skills with the ability to clearly articulate vision, decisions, and trade-offsExperience driving design maturity and thought leadership across an organizationExperience working with or leveraging AI as a supporting tool within product and design workflowsUnderstanding of data-informed design and performance measurementFamiliarity with healthcare, regulated environments, or large-scale service ecosystemsProven ability to create frameworks, toolkits, and repeatable ways of working at scalePassion for advancing health equity and inclusive design practicesAll employees working remotely will be required to adhere to UnitedHealth Group's Telecommuter PolicyBenefitsA comprehensive benefits packageIncentive and recognition programsEquity stock purchase401k contribution (all benefits are subject to eligibility requirements)Flexibility to work remotely rom anywhere within the U.S.For all hires in the Minneapolis or Washington, D.C. area, you will be required to work in the office a minimum of four days per weekCompany OverviewOptum provides primary care and optical care services. It was founded in 1985, and is headquartered in Albuquerque, New Mexico, USA, with a workforce of 10001+ employees. Its website is https://nm.optum.com.Company H1B SponsorshipOptum has a track record of offering H1B sponsorships, with 73 in 2026, 648 in 2025, 559 in 2024, 620 in 2023, 851 in 2022, 593 in 2021, 438 in 2020. Please note that this does not guarantee sponsorship for this specific role.