Lisa Smith serves as Optum’s Chief Consumer Experience Officer, creating a persistent focus on the consumer, and engaging the organization to work together to create unified and optimal delivery of consumer experiences. Smith helps Optum purposefully manage consumer relationships through insights & analytics, member communications and consumer digital experiences.
Smith joined Optum in 2014 as vice president of Customer Experience Strategy & Performance. In this role, she led a team of experts in customer experience design, quality, continuous improvement and performance management to develop customer-centric health care solutions.
Smith came to Optum following an accomplished career in the retail industry. Prior to joining Optum, she led Enterprise Customer Care at Best Buy and was responsible for global operations, inclusive of the retailer’s industry-recognized social media strategy. Previously, Smith led Best Buy’s Appliance business, and launched Samsung, LG, and Dyson first in the U.S. market.
Prior to Best Buy, Smith served for nine years at Marshall Field’s, rising through positions in merchandising and supply chain management.
[Programming descriptions are generated by participants and do not necessarily reflect the opinions of SXSW.]
Programming descriptions are generated by participants and do not necessarily reflect the opinions of SXSW.