Michelle Kilmer
Associate Director Ux Cx Design @UnitedHealthcare
Signup · Get unlimited contacts
WORK HISTORY
Associate Director Ux Cx Design @UnitedHealthcare
Led multiple design studios simultaneously, managing up to 12 direct reports at a time, to drive the design strategy on the highest priority initiatives in the Consumer Enablement portfolio (onboard, chat, voice, preferences & communicate journeys), which received $23M in funding, estimated to reduce 1.5M calls and save the company almost $1B. • Led the design of the first generative AI feature for the UHC mobile app and various other omni-channel solutions that drove digital self-service growth, adoption, and engagement that impact tens of millions of consumers in chat, voice, SMS & iMessage, web, app, and email.• Contributed to an unprecedented increase by almost double digits in employee experience index scores by volunteering to co-lead a collaboration committee and spearheading multiple new initiatives across the UHC Design team. • Partnered closely with cross-functional teams to develop and socialize a Conversation Design process that has helped empower and elevate designers. This has contributed to bot containment rates that have exceeded goals by 35% and NPS scores between 70-80.• Led the redesign and created a vision for the future of UHC member onboarding experiences in web portal and mobile app for tens of millions of consumers, resulting in engagement and opt-ins that exceed original goals by almost 20%. • Created and hosted a team-building activity for 100+ participants at the 2024 Breaking Boundaries UHC Design team conference.• Elevate the work and accomplishments of my team members and communicate its impact to executive leadership and in various forums. • Adaptable leader who can manage a diverse, cross-functional team of individuals at different levels under complex circumstances with a focus on strategic talent utilization and development.
EDUCATION
Nielsen Norman Group
AI for Design Workflows
Smashing Conferences
Certificate, Design Patterns for AI Interfaces
St. Cloud State University
Bachelor of Fine Arts (BFA), Studio Arts with an emphasis in Graphic Design, minor in Marketing
IDEO
Certificate, AI x Design Thinking
SKILLS
ABOUT MICHELLE KILMER
I have experience building and leading high-performing teams through complex initiatives that impact millions of people. As a collaborative and inspirational creative leader, I’ve led teams that delivered UX design, visual design, conversation design, service design, content strategy, and research. As a design leader in a Fortune 5 company and part of the largest experience design team in healthcare, I have also positively contributed to our dynamic team culture by spearheading new initiatives that foster collaboration, connection, and creative excellence.
This profile is compiled from publicly available professional sources. Unifers is not affiliated with or endorsed by LinkedIn. Request removal of this profile.