Director, Business Relationship Management - Customer Experience

UnitedHealth Group is a health care and well-being company dedicated to improving health outcomes. The Director of Business Relationship Management - Customer Experience will lead customer engagement and satisfaction initiatives within Corporate Real Estate, ensuring customer needs are understood and translated into actionable improvements.

Responsibilities:

• Serve as the leader for internal customer relationship management across the CRE function
• Establish and maintain a formal business relationship management model for key internal customers, business units, and leadership stakeholders
• Develop stakeholder maps, engagement plans, business account profiles, and relationship cadences for major internal client groups
• Act as a strategic liaison between internal customers and CRE service lines, ensuring customer priorities are understood and reflected in delivery plans
• Identify emerging business needs, service gaps, friction points, and opportunities to improve the customer experience
• Design and own the enterprise approach to measuring customer satisfaction across CRE services, including: transactional / tactical feedback, pulse surveys, annual or semi-annual deep-dive satisfaction assessments, major project and move/renovation feedback, location, service-line, and persona-based experience insights
• Build a standardized survey framework that balances operational responsiveness with strategic insight
• Ensure surveys and listening mechanisms are aligned to business priorities, service delivery models, and key CRE touchpoints
• Create a closed-loop feedback process to ensure customer concerns are acknowledged, routed, addressed, and resolved
• Establish and lead a formal Voice of the Customer (VoC) program for Corporate Real Estate
• Integrate qualitative and quantitative customer input from surveys, stakeholder interviews, service interactions, issue logs, and operational data
• Lead the interpretation of customer sentiment and satisfaction trends, translating findings into practical recommendations for service line leaders and CRE leadership
• Drive regular review forums to evaluate key themes, root causes, and improvement opportunities
• Partner closely with Analytics / Performance Management to ensure customer measurement methods are credible, consistent, and decision-useful
• Define and monitor customer KPIs, service experience metrics, and account health indicators
• Support the creation of dashboards and scorecards that connect customer satisfaction to operational metrics such as response times, work order performance, project outcomes, utilization, condition, and cost
• Help develop segmentation, trend analysis, driver analysis, and, where appropriate, predictive or sentiment-based insights
• Ensure reporting is suitable for frontline teams, service line leaders, and executive leadership
• Convert customer feedback into structured improvement plans with clear ownership, timelines, and measurable outcomes
• Partner with FM, project management, transactions, space planning, workplace experience, and other service lines to address root causes and improve delivery
• Monitor and track follow-through on actions resulting from customer feedback
• Help establish service recovery processes for low satisfaction events or recurring issues
• Promote a culture of accountability, responsiveness, and continuous improvement across the CRE organization
• Prepare executive-level summaries of customer satisfaction, service performance themes, risks, and opportunities
• Present findings and recommendations to CRE leadership and other senior stakeholders in a concise, business-oriented manner
• Lead governance processes related to customer feedback review, prioritization of improvement opportunities, and progress tracking
• Ensure that customer insight is incorporated into strategic planning, portfolio decisions, service model evolution, and provider performance management
• Recommend and help implement tools, platforms, and workflows to support customer relationship management and survey administration
• Partner with digital, workplace technology, service management, and analytics teams to integrate feedback data where appropriate
• Establish standards, documentation, and operating procedures for customer engagement and satisfaction measurement
• Build organizational capability around customer listening, account management, issue escalation, and action planning
• Support change management and communication efforts to improve adoption of customer-centric practices within CRE

Requirements:

• 10+ years of experience in corporate real estate, facilities management, workplace experience, customer experience, business relationship management, operations, consulting, or a related field
• Experience developing and leading customer satisfaction, customer experience, stakeholder engagement, or service improvement programs
• Experience working cross-functionally across operations, strategy, project delivery, and analytics teams
• Experience preparing and presenting to senior leadership
• Background translating customer feedback and business needs into operational improvements and executive-level insights
• Demonstrated success managing senior stakeholder relationships in complex corporate environments
• Experience within a large, complex, matrixed corporate real estate or facilities organization
• Familiarity with CRE service lines such as facilities management, transactions, capital projects, workplace services, occupancy planning, or portfolio management
• Experience with survey platforms, customer feedback tools, service management systems, and dashboard/reporting environments
• Experience working with outsourced providers and/or integrated facilities management models
• Exposure to customer analytics, KPI design, sentiment analysis, or service performance measurement