Catherine M. Fought
Leading digital strategy and operations executive in healthcare.
- Role
- Senior Director, Business Performance & Consumer Digital Strategy - Optum Advisory at Optum
- Location
- Grosse Pointe, MI, US
- LinkedIn followers
- 500 followers
About Catherine M. Fought
With over 20 years of diverse experience, I specialize in leading transformative strategies and consumer-focused digital initiatives in the healthcare industry. At Optum, I am committed to empowering organizations to navigate complex challenges and achieve their strategic goals, leveraging a combination of expert coaching, data-driven insights, and innovative solutions. My mission is to build high-performing, inclusive teams that drive sustainable growth while fostering mentorship and continuous development. At Optum, I oversee global customer service transformation programs, delivering substantial projected value through strategic resource redeployment and AI/ML integration across multi-channel contact centers. By collaborating with culturally diverse teams across North America, Europe, and India, I focus on creating tailored solutions that address unique client needs while enhancing operational efficiency and customer satisfaction.
Experience
Senior Director, Business Performance & Consumer Digital Strategy - Optum Advisory
Jun 2023 — Present · Detroit, MI, US
Overview: Consulting executive responsible for leading a team of consulting professionals, providing expert guidance to healthcare clients to help them navigate complex challenges and achieve strategic goals through the successful delivery of complex projects.Selected Accomplishments: Directed global customer service transformation programs spanning North America, Europe and India, delivering $3.13B+ in projected value across multi-channel contact centers through strategic resource redeployment and AI/ML integration. Built and led high-performing, culturally diverse teams—both in-house and outsourced—focusing on talent development, mentorship, and continuous improvement in client delivery. Partnered with cross-functional stakeholders to design and execute global operating models, governance frameworks, and technology roadmaps, driving $279M+ in savings via organizational alignment and process optimization. Enabled digital investment strategy for East Coast health system, transforming patient engagement and access with a $40M+ multi-year initiative, resulting in annual net revenue increases of $140M–$300M. Consistently exceeded client and consulting business targets by championing customer and employee centricity, leveraging advanced analytics and structured frameworks (“good, better, best”) to accelerate strategic priorities. Represented Optum at industry forums, elevating brand visibility and shaping future customer service offerings.
Education
Shippensburg University of Pennsylvania
MBA, Finance, General
2005 — 2008
Wells College
BA, Chemistry
1992 — 1996
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