Director, Business Relationship Management - Customer Experience 2373181 | Eden Prairie, Minnesota | Remote

The UnitedHealth Group Careers website will be undergoing planned maintenance. There will be downtime on Friday, March 27th 5:00 PM Central - Saturday, March 28th 5:00 PM Central. Blogs Job seeker resources Login Bookmarked jobs ( 0 ) Career areas Life here Join our talent community Clinical › Corporate and business operations › Customer and support services › Early careers › Sales and account management › Technology and data › Physicians › Advanced practice clinicians › Pharmacy › Behavioral health › Nursing › Medical coding › Clinical support › U.S. › Ireland & UK › India › Philippines › Culture of Belonging › Employee Benefits › Blog Job seeker resources Login Bookmarked jobs ( 0 ) Career areas Clinical Physicians Advanced practice clinicians Pharmacy Behavioral health Nursing Medical coding Clinical support Corporate and business operations Administrative support Consulting Finance and business analytics Legal and compliance Marketing and communications People team Project management Customer and support services Billing Claims Customer Service Data entry Early careers Sales and account management Account management Sales Sales management Technology and data Artificial intelligence Architecture Business systems analysis Data analytics Data engineering Data science Network infrastructure Product management & development Security and risk Software engineering Life here U.S. Culture of Belonging Employee Benefits Military Fellowship Program Ireland & UK Culture of Belonging Employee Benefits India Culture of Belonging Employee Benefits Philippines Culture of Belonging Employee Benefits Join our talent community Search Jobs Open search form Keyword or job number Location When autocomplete results are available use up and down arrows to review and enter to select. Touch device users, explore by touch or with swipe gestures. Go Explore remote jobs Pursue your passion and potential Director, Business Relationship Management - Customer Experience Eden Prairie, Minnesota Apply Internal apply Bookmark job Jump to Our values Job description Benefits Testimonial Awards & recognitions Related content Caring. Connecting. Growing together. With these values to guide us, our people are committed to making a meaningful difference in the lives of those we are honored to serve. Integrity Compassion Inclusion Relationships Innovation Performance Back to nav Director, Business Relationship Management - Customer Experience Requisition number: 2373181 Job category: Property Management Primary location: Eden Prairie, Minnesota Date posted: 07/31/2026 Overtime status: Exempt Travel: No Share this job Facebook X LinkedIn Email UnitedHealth Group is a health care and well-being company that's dedicated to improving the health outcomes of millions around the world. We are comprised of two distinct and complementary businesses, UnitedHealthcare and Optum, working to build a better health system for all. Here, your contributions matter as they will help transform health care for years to come. Make an impact with a team that shares your passion for helping others. Join us to start Caring. Connecting. Growing together. The Director, Business Relationship Management / Customer Experience (BRM/CX) serves as the primary leader responsible for building a disciplined, enterprise-grade customer engagement and satisfaction capability within Corporate Real Estate. This role acts as the bridge between CRE service delivery teams and internal business stakeholders, ensuring customer needs are understood, measured, and translated into actionable service improvements and portfolio decisions. The Director will lead the strategy, governance, and execution of a comprehensive customer relationship and customer feedback program spanning tactical service feedback, periodic pulse surveys, and deep strategic customer satisfaction assessments. This role will also establish a structured process to convert customer insight into measurable actions that improve service quality, strengthen business relationships, and enhance enterprise value. This position reports to a senior CRE leader and maintains a strong dotted-line partnership with Analytics / Performance Management to ensure customer insights are statistically sound, analytically robust, and connected to operational and business outcomes. Primary Responsibilities: Customer Relationship Management 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 Customer Experience & Satisfaction Strategy 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 Voice of the Customer Program Leadership 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 Partnership with Analytics and Performance Management 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 Service Improvement and Accountability 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 Executive Reporting and Governance 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 Process, Tools, and Capability Building 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 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: 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 Preferred Qualifications: 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 Knowledge, Skills, and Capabilities: Exceptional relationship management and stakeholder engagement skills Solid executive presence with the ability to influence without direct authority Ability to connect tactical service issues to broader strategic implications Solid analytical orientation and comfort working with data, trends, and performance reporting Excellent written and verbal communication skills, including executive summarization Ability to lead through ambiguity and build new capabilities in evolving environments Solid problem-solving, prioritization, and organizational skills Commitment to customer-centricity, accountability, and continuous improvement 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 $134,600 to $230,800 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. Apply Internal apply Bookmark job Back to nav Benefits Our mission of helping people live healthier lives extends to our team members. Learn more about our range of benefits designed to help you live well. Life Resources and support to focus on what matters most to you, in every facet of your life. Emotional Education, tools and resources to help you reduce and manage stress, build resilience and more. Physical Health plans and other coverage to support wellness for you and your loved ones. Financial Benefits for today and to help you plan for the future, including your retirement. Learn more Back to nav Previous slide Even though we’re a big company, we stay really well-connected and that connection is super important, making our collaborations strong. Andrew R. Talent Acquisition Sourcing and Marketing Program Manager With UnitedHealth Group, I have the resources and tools to feel supported, both mentally and physically. And I feel like this is a place where my voice is heard. Keena W. Associate Director, Business Consulting and Integration Managing complex healthcare technology initiatives is challenging, but it's where innovation thrives. I enjoy turning obstacles into opportunities that advance care and create meaningful change. Tracee C. Sr. Technical Project Manager, Responsible AI Program Even though we’re a big company, we stay really well-connected and that connection is super important, making our collaborations strong. Andrew R. Talent Acquisition Sourcing and Marketing Program Manager With UnitedHealth Group, I have the resources and tools to feel supported, both mentally and physically. And I feel like this is a place where my voice is heard. Keena W. Associate Director, Business Consulting and Integration Managing complex healthcare technology initiatives is challenging, but it's where innovation thrives. I enjoy turning obstacles into opportunities that advance care and create meaningful change. Tracee C. Sr. Technical Project Manager, Responsible AI Program Even though we’re a big company, we stay really well-connected and that connection is super important, making our collaborations strong. Andrew R. Talent Acquisition Sourcing and Marketing Program Manager Next slide Go to slide 1 Go to slide 2 Go to slide 3 Back to nav We’re honored to be recognized for our exceptional work culture Back to nav Discover our family of businesses See how we’re structured to help build a modern, high-performing health system. Learn more Explore our hiring process Learn what to expect when you pursue an opportunity with us. Learn more One team improving health care Here’s how we’re making the health system more connected and easier to navigate. Learn more Load more Back to nav Connect with us Facebook YouTube X LinkedIn Do not sell or share my personal information Social responsibility Fraudulent activity Cookie management Site map Privacy Policy Family & Medical Leave Act (PDF) Equal Employment Law Poster (PDF) SMS Terms & Conditions (PDF) Employee Polygraph Protection Act (PDF) E-Verify Participation Poster (PDF) Pay Transparency Nondiscrimination Provision (PDF) Immigrant and Employee Right to Work Poster (PDF) Health Plan Notices (PDF) County of LA Fair Chance Ordinance (PDF)