VP, Customer Experience Transformation

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:

Reporting to the company’s Chief Experience Officer (CXO), this leader will be accountable for the customer experience strategy and enablement delivering the intended differentiated value for Unum customers across U.S. based Unum brands.

This leader facilitates a culture of ownership of customer experience excellence throughout our company. This role will leverage customer data, enabling technologies, test and learns and partnerships with stakeholders across Unum.

The leader will have a proven ability to define and deliver on the company overall customer experience strategy. Including connecting customer insights and needs to differentiated offerings that generate profitable growth and retention.

The leader will demonstrate deep expertise in areas including:

•Harnessing and continually evolving our ability to gather, understand and act upon customer insights, and on how those insights inform our investment decisions and our performance measures
•Superior ability to collaborate with and influence wide range of stakeholders in a matrixed manner towards experience improvements that drive achievement of key metrics
•Champions a culture of customer centricity and innovation for Unum Group and support governance and executive stakeholder management
•Support key customer personas that inform actionable experience investment decisions
•Display a deep curiosity for understanding the end-to-end customer experience and leads a team who supports practical and impactful customers solutions for the enterprise

Principal Duties and Responsibilities

• Partnering with the CXO, play a key leadership role in developing and deploying the company’s customer experience strategy that aligns with the financial objectives. This accountability will require close partnership with fellow leaders across the Unum business, including Group Benefits and Voluntary Benefits P&Ls, Finance, Digital Transformation, Customer Operations, and Corporate Strategy functions.
• Lead the definition and maintenance of Unum’s broad customer and partner personas informed by an in-depth understanding of preferences and patterns in the Unum customer value chain
• Develop an effective portfolio of customer experience insights and analytics that provide an integrated view of the customer and a 360-degree view of customer experience for each segment
• Define, monitor and report on the progress of customer experience initiatives to senior management, providing insights and strategic recommendations based on performance metrics in a manner that compels strategic action across the company
• Utilize data analytics and customer feedback to identify pain points in the customer journey and collaborate to develop solutions that enhance service delivery and customer satisfaction.
• Champion the adoption of new technologies and digital tools that support a customer centric culture across the enterprise
• Drive experience change initiatives that foster a customer-first culture throughout the company, utilizing test and learn approaches where appropriate
• Own and support customer centric governance across the enterprise voice of the customer, thoughtfully challeng