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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.