Optum flagship experience strategy

Goal

Define an Optum flagship experience vision which can advance constituent outcomes, improve the business, and grow the way teams work together.

Context

A project over 2025 which evolved through leadership transitions. Primary challenge to address: without a shared and unified vision, teams across the company lack a north star, leading to redundant investments and disjointed experiences.

My role

• Synthesize existing research and insights
• Create a proposed vision for a future-state based on evidence
• Integrate with Consumer Experience to ensure company-wide engagement and alignment
• Plan a collaborative, strategic approach for engagement and alignment
• Create go-forward materials for goal success

Impact

• Established an enterprise-wide decision framework for scope and prioritization of work effort
• 10+ senior leaders in alignment with the work
• A set of actionable collaborative whiteboard templates for teams across the company to execute upon

Key skills

• Service design
• Storytelling
• Facilitation
• Qualitative analysis