Tom Norris

VP, Digital Customer Experience

Professional Overview
Tom Norris is an accomplished digital transformation leader with over 20 years of experience driving innovative customer experiences. As the Vice President of Digital Customer Experience at UnitedHealth Group, he is responsible for spearheading the company's digital strategy and enhancing the online and mobile touchpoints for its vast customer base.

Experience Summary

Current Role
In his current role at UnitedHealth Group, Tom is leading the development and implementation of a comprehensive digital customer experience strategy. He oversees a team of digital experts tasked with designing, testing, and deploying cutting-edge digital solutions that improve customer engagement, satisfaction, and retention. Under his guidance, the company has achieved a significant increase in digital adoption and user satisfaction, positioning UnitedHealth Group as an industry leader in digital healthcare.

Career Progression
Tom has held various leadership positions within the digital and customer experience domains throughout his career. Prior to joining UnitedHealth Group, he served as the Vice President of Digital Innovation at a leading healthcare technology firm, where he was instrumental in developing and launching several award-winning mobile applications and web-based platforms. His extensive experience in the healthcare industry and his ability to bridge the gap between technology and customer needs have been crucial in driving impactful digital transformations.

Academic Background
Tom holds a Bachelor of Science degree in Computer Science from the University of Minnesota, where he graduated with honors. He also completed a Master of Business Administration (MBA) program, specializing in Digital Marketing and Innovation, from the University of Chicago Booth School of Business.

Areas of Expertise

• Digital strategy and transformation

• Customer experience design and optimization

• Mobile app and web platform development

• Data-driven decision making and analytics

• Cross-functional team leadership and collaboration

Professional Impact
Under Tom's leadership, UnitedHealth Group has seen a 25% increase in digital adoption and a 30% improvement in customer satisfaction scores for its online and mobile offerings. He has spearheaded the development of several innovative digital solutions, including a personalized health management platform and an award-winning mobile app that has been recognized for its user-centric design and functionality.

Tom is also an active contributor to the healthcare technology industry, frequently speaking at conferences and sharing his insights on the importance of digital transformation in the healthcare sector.

Conclusion
With his extensive experience, strategic vision, and proven track record of driving successful digital initiatives, Tom Norris is a valuable asset to UnitedHealth Group. He continues to shape the company's digital customer experience and position it as a leader in the ever-evolving healthcare landscape.