Session: Rebooting Your CX Initiatives: Advancing from Insights, to Organizational Strategy
Vinod Varma leads Omnichannel Service Experience for United Healthcare. He is responsible for using product & technology capabilities to enable a simple service experience for the millions of members and providers. As part of this, he leads UHC’s contact center solutions like IVR & Call delivery, Agent desktop, Alternate channels like Chat and Messaging and the Voice of the customer services. This is a newly formed team that enables all UHC operations across Commercial groups, Government operations (Medicare and Medicaid), Specialty operations (Vision, Dental, Motion) etc. Over the last two years he has been able to drive significant transformation by upgrading technology infrastructure across UHC, simplifying experience design for customer interactions across the IVR.
Prior to this Vinod was the head of Product Strategy & Customer Experience at American Express Global Business Travel. He has led the digital teams, created world class products for Travel buyers, transformed customer onboarding through digitization, launched new services like Proactive Traveler Care and FIRST for concierge travel. Vinod also launched the new Middle market offer for Amex Travel customers across 4 countries. He is a customer experience executive who believes that resolving the customer issue with a human centered design approach will generally create the right benefits for both the customer and the business. Over the last 6 years he has adopted Design Thinking and Service Design approaches to drive experience transformation across Travel & Healthcare.
Over a career spanning over 2 decades, Vinod has worked across US & India in Sales, Client Management, Operations, Product Strategy & Management and Customer Experience.