CX Manager

Job Posting End Date: September 03

When you join the team at Unum, you become part of an organization committed to helping you thrive.

Here, we work to provide the employee benefits and service solutions that enable employees at our client companies to thrive throughout life’s moments. And this starts with ensuring that every one of our team members enjoys opportunities to succeed both professionally and personally. To enable this, we provide: 

• Award-winning culture 

• Inclusion and diversity as a priority 

• Performance Based Incentive Plans

• Competitive benefits package that includes: Health, Vision, Dental, Short & Long-Term Disability 

• Generous PTO (including paid time to volunteer!) 

• Up to 9.5% 401(k) employer contribution 

• Mental health support 

• Career advancement opportunities 

• Student loan repayment options 

• Tuition reimbursement

• Flexible work environments 

*All the benefits listed above are subject to the terms of their individual Plans.

And that’s just the beginning…  

With 10,000 employees helping more than 39 million people worldwide, every role at Unum is meaningful and impacts the lives of our customers. Whether you’re directly supporting a growing family, or developing online tools to help navigate a difficult loss, customers are counting on the combined talents of our entire team. Help us help others, and join Team Unum today! 

General Summary:

The CX Manager is responsible for leading cross-functional teams through the execution of strategically aligned customer experiences / journeys. This role requires a strong ability to synthesize insights from stakeholder interviews, facilitate customer journey and experience mapping workshops, and drive the prioritization and implementation of key strategic investments that increase customer satisfaction, loyalty and advocacy. The CX Manager ensures that strategic experiences are actively managed and assessed for impact, fostering alignment between business and technical teams to enhance customer experience outcomes.

The CX Manager is responsible for partnering across both business and technical teams to ensure successful execution and implementation of initiatives. The CX Manager should possess a combination of analytical and technical skills in order to drive initiatives to resolution.

Principal Duties and Responsibilities

In partnership with business and technical leaders, the CX Manager will support and/or drive execution of strategic experiences. They will analyze and support value realization through development of metrics-driven decisioning, facilitating communication between stakeholders (business and IT) to help remove impediments and identify dependencies and reporting on the status of the experience.

• Partner to drive efforts to gather, analyze, and act on customer feedback through surveys, interviews and other channels.
• Collaborate with product, support, IT and operations teams to develop and implement customer-centric process improvements.
• Contributes to the development and presentation of customer experience KPIs, dashboards and reports to leadership and key stakeholders.
• Collaborate on project management activities with a focus on utilizing data driven analysis to drive outcomes that will improve customer experience
• Collaborate with teams across the organization to ensure a consistent and aligned customer experience strategy.
• Work with the Sr CX Manager to identify opportunities to promote customer success stories and build programs that turn satisfied customers into brand advocates.
• Work with support and client success teams to reduce response/resolution times and elevate service standards.
• Support training efforts that embed a customer-first mindset across the organization.
• Establishes strong, effective and collaborative partnerships with key business area leaders, project managers and subject matter experts
• Thinks with the mind of the end customer at all times, ensuring solutions seek to improve the customer experience and delight their customer
• Support the evaluation of strategy choices and long-term impacts, including support for business development activities
• Lead the aggregation and analysis of CX portfolio data (Focused on Growth, Persistency, and Efficiency) and develop presentation materials for senior leadership to help facilitate strategic planning discussions and drive decision making.
• Engages with business and IT leaders to develop business cases for experiences. including leading the creation of metrics-driven assessments, to determine financial feasibility and