As the Chief Experience Officer at Optum, a division of UnitedHealth Group, Brian J. Serfass plays a pivotal role in redefining consumer engagement within the healthcare landscape. With a robust background in marketing, product management, and consumer experience, he leverages his expertise to spearhead initiatives...
As the Chief Experience Officer at Optum, a division of UnitedHealth Group, Brian J. Serfass plays a pivotal role in redefining consumer engagement within the healthcare landscape. With a robust background in marketing, product management, and consumer experience, he leverages his expertise to spearhead initiatives that enhance the overall experience for Optum’s 149 million consumers. Brian's leadership is instrumental in driving the design and development of transformative projects, often referred to as “big bets,” that focus on consumer activation and a pan-Optum experience design.
Under his guidance, Optum is embracing a digitally-forward approach to its direct-to-consumer business, ensuring that healthcare services are not only accessible but also tailored to meet the diverse needs of its users. His strategic vision encompasses the creation of a comprehensive consumer ecosystem that integrates innovative product development with seamless user experiences. By prioritizing customer experience and relationship management, Brian aims to foster deeper connections between consumers and the healthcare services they rely on, ultimately enhancing satisfaction and engagement.
Brian's extensive skill set, which includes executive management, strategic marketing planning, and lead generation, positions him as a key driver of growth and innovation within the organization. His commitment to advancing the consumer experience in healthcare is not just about meeting current demands but also about anticipating future needs, ensuring that Optum remains at the forefront of the industry. Through his leadership, Brian is not only shaping the future of healthcare delivery but also setting new standards for consumer-centric practices in an ever-evolving market.
