Customer Experience Manager

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:

This individual is a member of Unum’s Customer Experience (CX) Program with a mission to equip and rally Unum with actionable insights. The incumbent leads practitioners in developing and applying a consistent CX measurement system of critical touchpoints, and in the achievement of CX goals through analysis, reporting and actionable insights. This individual plays a lead role in upholding survey design best practices and leveraging Unum’s survey and analysis tools; and is also an influential voice amongst business partners, advocating for customer needs and the experiences needed to meet those needs, leading to customer centric product, services and digital strategies. Individual will utilize sound research practices and continuous improvement methodologies to lead, execute, and implement change. Incumbent will work closely with leadership of operational and digital transformation teams to influence operational processes and strategic digital based solutions in order to achieve a superior experience for the customer. This position requires extensive, analytical and technology skills, and understanding of multiple business areas and digital tools, balanced with a clear ability to clearly and concisely communicate with management across all levels of the organization.

Job Specifications

• Bachelor’s degree required (Masters a plus), preferably in Business, Marketing, Market Research, Economics, Statistics, or Psychology/Sociology.
• 5-6+ years of experience delivering value to customers through research, problem solving, analytics, and/or digital assets, or equivalent relevant experience.
• Deep understanding of common CX metrics and measurement systems (NPS, CES, etc.); as well as the customer journey and behaviors & expectations to invest in technology.
• Experience delivering data and/or digital based solutions that have a direct impact on customer experience.
• Proven experience completing advanced CX data analysis; familiarity with statistical modeling and analytic tools (SPSS, SAS, R, SQL/Teradata, Qualtrics, Tableau etc.) a plus.
• Strong business, financial and digital acumen.
• Results oriented with strong people, leadership and change management skills.
• Strong problem solving and critical thinking ability.
• Excellent time management and organizational skills to be able to balance multiple competing priorities.
• Experience executing on technical process oriented projects.
• Demonstrates strong focus on quality delivery and delighting customers; holds self to high standards of delivery.
• Demonstrates strong oral and written communication skills with ability to effectively present to varying levels of leadership including senior leaders.

Principal Duties and Responsibilities

• Responsible for designing, managing, and implementing CX research initiatives in support of strategic and marketing decisions, with a focus on customer satisfaction/performance monitoring.
• Conduct and analyze qualitative and quantitative research and turn the results into actional recommendations.
• Maintain technical expertise and knowledge of marketing and UX research, analysis, survey tools and strategic pla