UX / Service Designer

Requisition Number: 2379056
Our Company
Optum is a global organization that delivers care, aided by technology to help millions of people live healthier lives. The work you do with our team will directly improve health outcomes by connecting people with the care, pharmacy benefits, and data they need to feel their best. Here, you will find a culture guided by diversity and inclusion, talented peers, comprehensive benefits, and career development opportunities. Come make an impact on the communities we serve as you help us advance health equity on a global scale. Join us to start Caring. Connecting. Growing together.
You'll enjoy the flexibility to telecommute* from anywhere within the U.S. as you take on some tough challenges.
Position Summary
The UX / Service Designer ensures the AI solution is adopted because it fits naturally into the way people work. This person redesigns the user journey, creates intuitive interfaces, tests prototypes with users, and helps the POD build trust in AI-enabled workflows.
For corporate-function transformation, this role should focus on both screen-level UX and end-to-end service/workflow design.
Primary Responsibilities

• Research user needs, pain points, workarounds, decision processes, and trust barriers
• Map current-state and future-state user journeys
• Design user workflows, wireframes, prototypes, interfaces, service blueprints, and human-in-the-loop experiences
• Partner with Product / Process Lead to redesign work, not just screens
• Partner with AI Engineer to design explainability, confidence signals, feedback capture, escalation paths, and user controls
• Conduct usability testing, feedback sessions, interviews, and adoption-readiness assessments
• Ensure the solution reduces friction and cognitive load
• Design for accessibility, consistency, enterprise design standards, and inclusive use
• Support change adoption by creating training flows, onboarding experiences, and user-facing guidance

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

• 3+ years of strong experience in UX, product design, service design, and user research skills
• 3+ experience in designing enterprise workflow tools or internal applications
• 2+ years ability to rapidly prototype and test concepts
• 2+ Understanding of AI-specific UX patterns, including explainability, human review, feedback loops, confidence indicators, and exception handling
• Strong facilitation and storytelling skills
• Ability to influence teams that may otherwise underinvest in user adoption

Preferred Qualifications

• UX designer, product designer, service designer, design researcher, or human-centered transformation consultant
• Experience with internal enterprise tools, knowledge work, workflow automation, or AI-enabled experiences
• Experience in complex stakeholder environments
• Success measures
• Users understand and trust the solution
• Prototype feedback is captured early and often
• Workflow redesign improves speed, quality, and usability
• Adoption barriers are identified before scale
• User experience supports responsible AI usage
• Receiving teams have clear UX patterns to maintain and extend

*All Telecommuters will be required to adhere to UnitedHealth Group's Telecommuter Policy.
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 $72,800 to $130,000 annually based on full-time employment. We comply with all minimum wage laws as applicable.
Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.
Application Deadline: This will be posted for a minimum of 2 business days or until a sufficient candidate pool has been collected. Job posting may come down early due to volume of applicants.
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.
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.
#RPO, #GREEN