Customer Experience Analyst- Hybrid

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 Customer Experience Analyst works within the Customer Experience Insights Team with a mission to equip and rally Unum with actionable insights. This role is focused on research execution, trend reporting, and analysis to inform business leaders of the health of our brand and customer experience, while helping provide actionable insights and guidance on ways to improve overall satisfaction and key performance indicators to decision-makers across the organization.

This professional position is a key contributor in Unum’s new Customer Experience Organization, holds assigned accountabilities for assisted project management and continues to increase exposure to all of the company’s operational areas while helping turn CX insights into action. This is a Hybrid opportunity requiring 2 days per week on campus.

Job Specifications

• BA or BS required or equivalent / relevant work experience. Market research certification or equivalent a plus.
• Background and experience in utilizing social sciences, marketing principles, statistics and continuous improvement methodologies as required.
• Ability to draw trends and correlations between multiple data sets.
• Experience with experimental design, survey development, statistical analysis, reporting research results, and utilization of statistical software (SPSS, SAS, R, SQL/Teradata, Qualtrics, etc.) a plus
• Experience with statistical modeling a plus
• Highly inquisitive, curious, open-minded, and team-oriented; innate sense of building connections with data and interrelationships across business operations and principles
• Excellent listening, written, and verbal skills from project design through presentation
• Demonstrates superior project management skills
• Excellent Word, Excel and PowerPoint skills
• Must have a strong focus on detail and precision

Principal Duties and Responsibilities

• Assists in improving the customer experience by gathering customer insights, analyzing data, mining information across all customer touchpoints and channels and translating it into actionable activities
• Synthesizes data and analytics and provides summary interpretation of what it means and how the data helps drive the brand promise
• Prepare and deliver research results reports and presentations that include analysis, insights and recommendations
• Ensures stakeholders understand how to interpret and apply VOC data
• Develop research plan design documents for internal business colleagues to align all stakeholders’ expectations
• Assist department colleagues in the coordination and implementation of primary and secondary research projects to meet business objectives and support corporate information needs
• Efficiently manage critical components of the research process, including questionnaire development, sample design and acquisition, analysis, and reporting
• Screen and recruit participants for qualitative research