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 lifes 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

And thats just the beginning

With 10000 employees helping more than 39 million people worldwide every role at Unum is meaningful and impacts the lives of our customers. Whether youre 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!

Unums Customer Experience (CX) Manager leads the measurement and insights strategy driving customer-centric decisions through analytics research and actionable recommendations. Partners with business operational and digital transformation leaders to improve customer experiences influence product and service strategies and implement data-driven solutions. Serves as a CX thought leader ensuring best practices in customer feedback survey design and continuous improvement while effectively communicating insights and recommendations to stakeholders across the organization.

Principal Duties and Responsibilities

• Lead the design execution and management of Customer Experience (CX) research initiatives that inform strategic operational and marketing decisions with an emphasis on customer satisfaction and performance measurement.
• Conduct qualitative and quantitative research translating findings into actionable insights and business recommendations.
• Maintain expertise in CX market research UX methodologies analytics survey platforms and strategic planning practices.
• Perform advanced customer experience analyses to identify trends root causes and key experience drivers uncovering opportunities to improve customer outcomes and organizational performance.
• Provide leadership in evaluating and optimizing customer-facing processes technologies and key journey touchpoints.
• Champion a customer-centric approach leveraging customer insights to influence business decisions and drive experience improvements.
• Partner with business leaders to align CX strategies with operational priorities digital transformation initiatives and enterprise objectives.
• Develop and maintain broad knowledge of enterprise products services and customer interactions across the organization.
• Lead the enterprise Closed-Loop Feedback (CLF) strategy for employee and claimant experiences establishing governance standards performance metrics and best practices to ensure customer feedback drives measurable action.
• Collaborate with operational leaders to design and implement service recovery frameworks workflows and accountability measures that improve responsiveness and customer outcomes.
• Manage and enhance Qualtrics-based feedback programs including workflow automation case management reporting and scalable feedback processes.
• Synthesize customer feedback operational data and performance metrics into actionable insights facilitating stakeholder reviews to prioritize opportunities address root causes and drive continuous improvement across the customer lifecycle.
• Perform additional duties and responsibilities as assigned.

Job Specifications

• Bachelors 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.

Unum and Colonial Life are part of Unum Group a Fortune 500 company and leading provider of employee benefits to companies worldwide. Headquartered in Chattanooga TN with international offices in Ireland Poland and the UK Unum also has significant operations in Portland ME and Baton Rouge LA - plus over 35 US field offices. Colonial Life is headquartered in Columbia SC with over 40 field offices nationwide.

Unum is an equal opportunity employer considering all qualified applicants and employees for hiring placement and advancement without regard to a persons race color religion national origin age genetic information military status gender sexual orientation gender identity or expression disability or protected veteran status.

The base salary range for applicants for this position is listed below. Unless actual salary is indicated above in the job description actual pay will be based on skill geographical location and experience.

$89400.00-$183500.00

Additionally Unum offers a portfolio of benefits and rewards that are competitive and comprehensive including healthcare benefits (health vision dental) insurance benefits (short & long-term disability) performance-based incentive plans paid time off and a 401(k) retirement plan with an employer match up to 5% and an additional 4.5% contribution whether you contribute to the plan or not. All benefits are subject to the terms and conditions of individual Plans.

Company:

Unum