Senior Data Scientist - Healthcare Contact Center Sales and Routing Analytics - Remote

Requisition Number: 2379960
At UnitedHealthcare, we're simplifying the health care experience, creating healthier communities and removing barriers to quality care. The work you do here impacts the lives of millions of people for the better. Come build the health care system of tomorrow, making it more responsive, affordable and optimized. Ready to make a difference? Join us to start Caring. Connecting. Growing together
We are seeking a highly capable Senior Data Scientist to support our Healthcare Sales & Distribution organization, focused on contact center sales operations, Medicare performance, Direct-to-Consumer (DTC) workflows, intelligent routing, and conversation optimization.
This individual contributor role is ideal for someone who combines applied data science, contact center operational knowledge, and strategic business and technology partnership to deliver solutions that improve routing, sales performance, customer experience, and reporting accuracy.
The role operates in a cloud-based data ecosystem, delivering analytics and AI/ML insights while partnering across business and technology teams to support requirements, validation, and delivery readiness.
You'll enjoy the flexibility to work remotely * from anywhere within the U.S. as you take on some tough challenges. For all hires in the Minneapolis or Washington, D.C. area, you will be required to work in the office a minimum of four days per week.
Primary Responsibilities:

• Applied Data Science & Advanced Analytics
  • Apply analytics and AI/ML insights to improve Medicare sales conversion, DTC engagement, routing effectiveness, and agent performance
  • Conduct advanced analysis across contact center interactions, routing performance, agent and queue metrics, sales funnel trends, and customer journey signals
  • Identify drivers of enrollment conversion, journey friction, routing opportunities, and first-contact effectiveness through advanced analytics and AI/ML techniques
• Healthcare Contact Center / Sales Optimization
  • Partner with Sales, Operations, and supporting teams to improve Medicare and DTC contact center performance
  • Translate complex operational challenges into practical, measurable analytical solutions
  • Support use cases that strengthen routing strategies, lead prioritization, conversation effectiveness, and contact center efficiency
• Routing, Reporting, and Conversation Management Partnership
  • Serve as a trusted resource for initiatives affecting routing performance, reporting insights, conversation workflows, and operational decision-making
  • Ensure enhancements align with business objectives, reporting needs, routing effectiveness, and operational performance
• Business Solutions Liaison / Business Analyst Responsibilities
  • Serve as a key liaison between business stakeholders and development teams
  • Translate business needs and operational context into clear outcomes and change impacts
  • Support delivery by refining requirements, validating outcomes, and ensuring readiness for testing and release
  • Partner with business users and validation teams to ensure enhancements meet expectations and operational needs
• Stakeholder Communication & Execution
  • Translate analytical findings and technical implications into clear, actionable insights for technical and non-technical audiences
  • Partner effectively with business users, product owners, developers, architects, QA teams, and operational leaders
  • Balance hands-on analytical work with ownership of requirements translation, validation, and business enablement

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:

• 5+ years of experience in data science, advanced analytics, business intelligence, or business analytics roles
• Solid hands-on experience with SQL, Databricks, and enterprise cloud analytics environments
• Experience supporting contact center, customer operations, sales operations, or healthcare/insurance functions
• Experience validating functional or architectural changes to ensure alignment with intended business outcomes
• Demonstrated ability to work across the solution lifecycle, including requirements gathering, analytical design, data validation/UAT, and production readiness
• Demonstrated ability to translate between business requirements and technical implementation

Preferred Qualifications:

• Experience in healthcare insurance, especially Medicare sales, government program sales support, or DTC / consumer acquisition workflows
• Experience supporting AI-enabled routing, call flow optimization, or conversation management in a contact center environment
• Familiarity with telephony/routing ecosystems, call center performance metrics, agent workflow analytics, and customer interaction data
• Experience with user story grooming, technical acceptance criteria, UAT execution, release validation, and cross-functional solution coordination

*All employees working remotely 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 $112,700 - $193,200 annually based on full-time employment. We comply with all minimum wage laws as applicable.
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.
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.