Summary
Overview
Work History
Education
Skills
Education Certifications
Timeline
Generic

Heather Fisher-Anderson

Summary

Experienced and dynamic leader in product management with a proven track record of driving strategic initiatives. Recognized for passionate leadership style, problem-solving abilities, and unwavering commitment to delivering consumer-centric experiences. With over a decade of experience, consistently demonstrated ability to lead teams and deliver results.

Overview

18
18
years of professional experience

Work History

Sr. Director of Digital Product / Consumer Experience

Optum
08.2024 - Current
  • Developed a Consumer experience product team for Enterprise Authentication and Identity Platform, responsible for setting strategy to remove consumer friction, increase digital engagement and build brand awareness while increasing security protocols across four channels and 160+ digital assets
  • Create a first in class authentication flow and set strategy to drive adoption across enterprise, resulting in a 10% increase in digital account creation in the first 6 months
  • Developed an enterprise strategy to enable a tiered account creation, bring millions of consumers to our platforms to engage in shopping experiences and promote a step up to full memberships and greater digital access
  • Built brand awareness through consistent experiences across 160 portals
  • Ensured our authentication experiences keep consumer data secure, by coupling multiple industry leading technologies, such as Passkey, Authenticator, ThreatMetrix with smart intuitive designs that consumers navigate with ease

Director of Digital Product

UnitedHealthcare /Optum Digital
03.2018 - 08.2024
  • In this role of increasing level of scope and responsibility I have led many large-scale products and initiatives, specializing in standing up new products to meet evolving business needs
  • Product Manager for UHC foundational capabilities, responsible for the Quality, scalability, stability, and performance of core functions that fuel the UHC member digital experience
  • Focus on Eligibility, Authorization and Authentication of members
  • Directly responsible for ensuring our members can securely and frictionless access their UHC digital experience
  • Improved registration success rates across UHC digital properties by 7% and rising
  • Executing and delivering on a roadmap to drive an 85% registration success rate for UHC digital properties that is on track to get to 80% success by the end of 2024
  • Responsible for Product Management of Real Time Activation; a first in industry product allowing newly enrolled members to securely register and digitally engage while their applications are still pending
  • RTA product drove an registration rate increase of 5% YoY with an avg
  • Success rate 2% higher than non-RTA registrations in it's first year
  • Driving digital adoption and decreasing volume to our call centers
  • Direct Product Management oversight of the digital UCard initiative rolled out to 7M lives the first year with a full digital experience
  • This plan provided new value to members that brought your health benefits together with your financial benefits in single card and single digital experience to manage those benefits
  • Served as Chief of Staff for Digital Government Programs, leading a digital transformation to a journey/line of business product model
  • Leader of change management and serving as a champion and mentor for other product leaders and enabling a team to do their best work and deliver high quality consumer-centric products

Director of Digital Product

Optum Technologies (UnitedHealth Group)
08.2015 - 03.2018
  • Product/Program Management of multiple software development programs in various stages of application lifecycle, and varying degrees of complexity
  • Meet with clients on weekly basis to gather evolving requirements and working with development team to ensure understanding and estimation of work
  • Apply critical thinking to solve complex issues that meet business and client needs
  • Responsible for helping teams mature in Agile process and adoption of OSAM methodology
  • Serve as SME for Product Management Process and Discipline
  • Manage and drive effort to achieve Enterprise Master Business Objectives (MBO's)
  • Work as a liaison between development and security teams to ensure compliance to security policies and contractual commitments to clients

Product Manager/Supervisor of Development & Reporting Team

Optum Technologies (UnitedHealth Group)
03.2010 - 08.2015
  • Selected by Senior Leadership to receive 2014 Make IT Happen Award for Innovation
  • Product management of Trending Help Desk Issues Application resulting in improved customer experience and reduction of 1500+ calls per month to the help desk call center supporting 350K users
  • Functioned as Manager of Tools & Reporting Team
  • Managed development team responsible for creation and on-going maintenance of in house software applications and intranet for 350K users
  • Managed development and implementation of business intelligence tool for call center Analyst performance metrics and Analyst metadata management for call center of 400+ Analysts
  • Managed development and implementation of Metrics Dashboard and Displays, capitol project to implement vendor analytics software and hardware configuration to bring real time call center metrics across multiple domestic and international locations
  • Responsible for key vendor relationships
  • Manage development and implementation to transition manual reporting packages to full automation and use of Tableau (software BI) to create help desk reporting suite
  • Responsible for creating, planning and implementation of development team deliverables
  • Led development and reporting team members responsible for infrastructure, executables and multiple applications

Reporting Team Lead / Business Analyst/Data Analytics

Optum Technologies (UnitedHealth Group)
09.2007 - 03.2010
  • Responsible for creation and implementation of Help Desk Executive Reporting package for Sr
  • IT Executives
  • Responsible for analyzing data to uncover root causes of complex issues affecting Help Center environment as well as critically evaluated standard metrics to identify trends
  • Acted a SME for Help Desk data and business logic, working across functional areas to uncover customer requirements and design and develop reports
  • Managed and implemented project to develop large and complex data source and business logic within larger project to implement new ticketing system for the Help Desk

Education

Computer Programming

KPS School of Computer & Business

Skills

  • Leadership
  • Performance coaching
  • Team Building
  • Strategic planning
  • Innovation Leader
  • Change Leader
  • Collaborative leadership
  • Culture transformation
  • Stakeholder relations
  • Decision-making
  • Team management
  • Process improvement
  • Project management
  • Budget management
  • Strategies and goals
  • Talent acquisition

Education Certifications

  • Certified Product Owner
  • SAFe Agilist 4.5 Certified
  • Emerging Leader Program
  • Certified Change Leader
  • United Management Program
  • Six Sigma Yellow Belt Certification
  • Human Centered Design Boot Camp
  • Requirement & Solution Analysis
  • Attended KPS School of Computer & Business with a focus in Computer Programming

Timeline

Sr. Director of Digital Product / Consumer Experience

Optum
08.2024 - Current

Director of Digital Product

UnitedHealthcare /Optum Digital
03.2018 - 08.2024

Director of Digital Product

Optum Technologies (UnitedHealth Group)
08.2015 - 03.2018

Product Manager/Supervisor of Development & Reporting Team

Optum Technologies (UnitedHealth Group)
03.2010 - 08.2015

Reporting Team Lead / Business Analyst/Data Analytics

Optum Technologies (UnitedHealth Group)
09.2007 - 03.2010

Computer Programming

KPS School of Computer & Business

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Heather Fisher-Anderson