Customer Experience Manager

Join Team Unum

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 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 Unums 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 Unums 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

Principal Duties and Responsibilities