Liv's mission control team uses data signals to improve member experience | UnitedHealthcare

Liv leads the COVE, a team of compassionate employees that use data and analytics to help support and improve the member experience. “I feel proud of my team every single day for the deep compassion and commitment I see when we detect that friction or that frustration from our customers.” Liv says. “And the real work is in understanding why that problem exists in the first place, who we need to talk to and what processes we need to better understand and improve.”