Role Description
1) Engagement Overview
Optum Advisory is supporting the modernization of a Customer Communications Management platform to deliver a future-ready solution with emphasis on customer-led control, self-service, visibility/analytics, and governance. A key workstream is the design and delivery of two portals:
Customer-facing portal: onboarding/configuration, status visibility, self-service interactions
Internal operations portal: operational monitoring, issue management, workflow support
This role will lead UX strategy and execution across both portals and partner closely with product, engineering, and program leadership in an agile delivery environment.
2) Objectives (What Success Looks Like)
The UI/UX Lead will:
Establish a cohesive UX strategy across customer and operations experiences (IA, workflows, patterns, interaction standards)
Translate platform goals into intuitive journeys that improve self-service and operational efficiency
Produce engineering-ready Figma deliverables to accelerate build and reduce rework
Ensure designs align to must-have themes (self-service, visibility, governance, omnichannel support, compliance considerations)
3) Scope of Work (Core Responsibilities)
- UX Strategy & Experience Architecture
Define end-to-end portal experience strategy aligned to customer priorities (self-service, transparency, role-based access, tracking, dashboards)
Develop/validate information architecture, navigation, and cross-portal consistency standards
Establish reusable patterns and interaction models to support scalable delivery across releases
- Discovery & Requirements Collaboration
Collaborate with product, engineering, analytics, and stakeholders in discovery/requirements sessions
Support user research (planning, prototypes, usability testing) to validate workflows and reduce delivery risk
Translate service blueprints and requirements into prioritized portal journeys and user flows
- Design Execution & Engineering Handoff
Create detailed UX/UI deliverables in Figma: user flows, wireframes, prototypes, UI specs, annotated handoffs
Provide multiple design options, document tradeoffs, and iterate based on feedback and technical constraints
Participate in design reviews and clearly articulate rationale to stakeholders and engineers
Define final UI rules (layout, typography, spacing, components) aligned to Optum/client brand standards as needed
- Delivery Partnership & Advisory Representation
Operate effectively in agile delivery (sprint planning, refinement, backlog readiness)
Manage design work to milestones and support predictable delivery timelines
Represent Optum Advisory and the Payer Technology / Digital & Design culture with strong communication, curiosity, and professionalism
4) Expected Deliverables
UX strategy and experience principles for customer and operations portals (experience guardrails)
Portal information architecture and navigation model
End-to-end user flows and key journey maps for priority use cases
Figma prototypes for critical workflows
Engineering-ready UI specifications (components, states, behaviors, accessibility notes)
Design review outputs (decisions, rationale, revisions)
Required Skills
7+ years designing digital experiences (web/responsive; enterprise workflows preferred) with portfolio demonstrating end-to-end UX and UI execution
5+ years working in agile delivery with cross-functional teams
Expert in user-centered design, usability, information architecture, and design documentation practices
High proficiency in Figma for prototyping and handoff specifications
Strong communication skills and comfort presenting to senior stakeholders; able to explain design tradeoffs clearly
Ability to work independently in a fast-paced environment with multiple stakeholders and high attention to detail
Desired Skills
Experience designing CCM and communication tools supporting healthcare payers/regulatory environments and/or omnichannel communications (e.g., Quadient, SmartCOMM, Messagepoint)
Experience with role-based access, auditability, and accessibility (WCAG familiarity)
Experience designing dual-portal ecosystems (external customer portal + internal operations tooling)
Exposure to service blueprinting or operational workflow design (process-to-experience translation)
Vendor Candidate Submissions (Please Include)
Portfolio link (self-service and/or operations tooling examples preferred)
Summary of Figma-based handoff and design system experience
Example of agile delivery partnership (how they collaborate with engineers/POs)
Accessibility and regulated domain experience (if applicable)
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