Business Impact Assessment (BIA) Analyst - Multiple Sites

Optum is a global organization that delivers care, aided by technology to help millions of people live healthier lives. The work you do with our team will directly improve health outcomes by connecting people with the care, pharmacy benefits, data and resources they need to feel their best. Here, you will find a culture guided by inclusion, talented peers, comprehensive benefits and career development opportunities. Come make an impact on the communities we serve as you help us advance health optimization on a global scale. Join us to start Caring. Connecting. Growing together.

The Business Impact Assessment (BIA) Analyst partners across Operations, Finance, and Workforce Planning to evaluate how strategic initiatives and operational changes impact staffing, service performance, and cost.

This role sits at the intersection of analytics, business strategy, and operational execution. The BIA Analyst brings structure to ambiguous ideas, translates business change into measurable operational impact, and ensures leadership understands workforce and financial implications before initiatives are implemented.

If you enjoy solving complex problems, connecting business strategy to operational reality, and influencing decisions through data-driven insight - this role offers a high level of visibility and enterprise impact.

Primary Responsibilities:

• Partner with cross-functional stakeholders to understand proposed initiatives, scope, timing, and operational implications
• Analyze operational and workforce data to assess potential impacts to capacity, service performance, and cost
• Define and document key assumptions, risks, and dependencies tied to proposed changes
• Translate business concepts into measurable drivers (e.g., volume, handle time, utilization, service targets)
• Collaborate with Workforce Planning and Finance to quantify staffing and financial impacts
• Prepare clear, executive-ready summaries and recommendations to support decision-making
• Support post-implementation reviews to validate projected vs. actual outcomes
• Comply with the terms and conditions of the employment contract, company policies and procedures, and any and all directives (such as, but not limited to, transfer and/or re-assignment to different work locations, change in teams and/or work shifts, policies in regards to flexibility of work benefits and/or work environment, alternative work arrangements, and other decisions that may arise due to the changing business environment). The Company may adopt, vary or rescind these policies and directives in its absolute discretion and without any limitation (implied or otherwise) on its ability to do so

Required Qualifications:

• 4+ years of experience in operational analytics, process improvement, or related analytical role
• Experience supporting contact center or back-office operations
• Solid analytical skills with demonstrated experience working with complex operational data and performance metrics
• Experience presenting findings and recommendations to senior leaders
• Advanced proficiency in Excel and data analysis tools
• Ability to manage multiple initiatives and deadlines in a fast-paced environment

Preferred Qualifications:

• Bachelor's degree in Business, Finance, Economics, Mathematics, Data Analytics, or related field
• Experience in healthcare or regulated industries
• Experience working within enterprise planning or forecasting processes
• Experience in Workforce Management, capacity planning
• Familiarity with Workforce Management (WFM) platforms such as NICE, Verint, or Aspect

What Makes Someone Successful in This Role

• Solid critical thinking skills and a natural curiosity about how business decisions affect operational performance
• Ability to translate complex discussions into clear, structured documentation and actionable insights
• Comfort navigating ambiguity and asking thoughtful, probing questions
• Solid organization and attention to detail, particularly in documentation and version control
• Effective communicator who can influence without authority and drive alignment across stakeholders

Why This Role Matters

The BIA Analyst ensures operational and financial impacts are understood before commitments are made - reducing risk, increasing transparency, and strengthening enterprise decision-making.

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.

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