Job Posting End Date: September 03
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

GENERAL SUMMARY:

The CX Manager is responsible for leading cross-functional teams through the execution of strategically aligned customer experiences / journeys. This role requires a strong ability to synthesize insights from stakeholder interviews, facilitate customer journey and experience mapping workshops, and drive the prioritization and implementation of key strategic investments that increase customer satisfaction, loyalty and advocacy. The CX Manager ensures that strategic experiences are actively managed and assessed for impact, fostering alignment between business and technical teams to enhance customer experience outcomes.
The CX Manager is responsible for partnering across both business and technical teams to ensure successful execution and implementation of initiatives. The CX Manager should possess a combination of analytical and technical skills in order to drive initiatives to resolution.

JOB SPECIFICATIONS

• Bachelor’s degree in Business, Marketing, Communications, Design or related field
• 5+ years of experience in customer experience, delivering value to customers through problem solving, analytics, and/or process and technology deliverables.
• Experience with CX platforms such as Salesforce, Zendesk, Qualtrics, or Medallia.
• Experience with journey mapping tools such as Miro and/or Vision.
• Certifications in Customer Experience, User Experience (e.g., CCXP) or related disciplines.
• Proven track record of improving customer satisfaction and loyalty metrics.
• Experience in cross-functional project management and leading CX initiatives.
• Understanding of UX/UI principles and how they impact customer journeys.
• Familiarity with data visualization tools like Tableau.
• Proven ability to dive deep into complex systems and metrics and understand the business context behind the data, continuously striving to find deeper insights.
• Experience conducting qualitative and quantitative research and turning the results into actionable recommendations
• Demonstrates strong oral and written communication skills with ability to effectively present to those in leadership positions
• Demonstrates strong focus on quality delivery and delighting customers; holds self to high standards.
• Strong team player; able to work effectively within a team and more broadly with people from a variety of backgrounds and areas across the organization
• In-depth knowledge of Unum’s Customer Journey a plus
  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 person’s 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.
  $63,500.00-$120,000.00
  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:
  Unu

In partnership with business and technical leaders, the CX Manager will support and/or drive execution of strategic experiences. They will analyze and support value realization through development of metrics-driven decisioning, facilitating communication between stakeholders (business and IT) to help remove impediments and identify dependencies and reporting on the status of the experience.

• Partner to drive efforts to gather, analyze, and act on customer feedback through surveys, interviews and other channels.
• Collaborate with product, support, IT and operations teams to develop and implement customer-centric process improvements.
• Contributes to the development and presentation of customer experience KPIs, dashboards and reports to leadership and key stakeholders.
• Collaborate on project management activities with a focus on utilizing data driven analysis to drive outcomes that will improve customer experience
• Collaborate with teams across the organization to ensure a consistent and aligned customer experience strategy.
• Work with the Sr CX Manager to identify opportunities to promote customer success stories and build programs that turn satisfied customers into brand advocates.
• Work with support and client success teams to reduce response/resolution times and elevate service standards.
• Support training efforts that embed a customer-first mindset across the organization.
• Establishes strong, effective and collaborative partnerships with key business area leaders, project managers and subject matter experts
• Thinks with the mind of the end customer at all times, ensuring solutions seek to improve the customer experience and delight their customer
• Support the evaluation of strategy choices and long-term impacts, including support for business development activities
• Lead the aggregation and analysis of CX portfolio data (Focused on Growth, Persistency, and Efficiency) and develop presentation materials for senior leadership to help facilitate strategic planning discussions and drive decision making.
• Engages with business and IT leaders to develop business cases for experiences. including leading the creation of metrics-driven assessments, to determine financial feasibility and prioritization.
• Encourage adherence to and application of agile frameworks, promoting communication and collaboration across large enterprises and utilizing tools to track and report results and metrics for the experience portfolio.
• Collaborates with business and IT partners to maintain strategic alignment and evaluate prioritization of intervention backlog.
• Facilitate cross-team planning to ensure dependencies are met and maintain line of sight.
• May support capital planning and reporting, partnering across planning and finance and IT functions to ensure appropriate documentation.
• Train and mentor less experienced team members.
• Support transformation initiatives including communication and coordination, as necessary.
• Promote the benefits of change and act as a catalyst for change across the corporation

In partnership with business and technical leaders, the CX Manager will support and/or drive execution of strategic experiences. They will analyze and support value realization through development of metrics-driven decisioning, facilitating communication between stakeholders (business and IT) to help remove impediments and identify dependencies and reporting on the status of the experience.

• Partner to drive efforts to gather, analyze, and act on customer feedback through surveys, interviews and other channels.
• Collaborate with product, support, IT and operations teams to develop and implement customer-centric process improvements.
• Contributes to the development and presentation of customer experience KPIs, dashboards and reports to leadership and key stakeholders.
• Collaborate on project management activities with a focus on utilizing data driven analysis to drive outcomes that will improve customer experience
• Collaborate with teams across the organization to ensure a consistent and aligned customer experience strategy.
• Work with the Sr CX Manager to identify opportunities to promote customer success stories and build programs that turn satisfied customers into brand advocates.
• Work with support and client success teams to reduce response/resolution times and elevate service standards.
• Support training efforts that embed a customer-first mindset across the organization.
• Establishes strong, effective and collaborative partnerships with key business area leaders, project managers and subject matter experts
• Thinks with the mind of the end customer at all times, ensuring solutions seek to improve the customer experience and delight their customer
• Support the evaluation of strategy choices and long-term impacts, including support for business development activities
• Lead the aggregation and analysis of CX portfolio data (Focused on Growth, Persistency, and Efficiency) and develop presentation materials for senior leadership to help facilitate strategic planning discussions and drive decision making.
• Engages with business and IT leaders to develop business cases for experiences. including leading the creation of metrics-driven assessments, to determine financial feasibility and prioritization.
• Encourage adherence to and application of agile frameworks, promoting communication and collaboration across large enterprises and utilizing tools to track and report results and metrics for the experience portfolio.
• Collaborates with business and IT partners to maintain strategic alignment and evaluate prioritization of intervention backlog.
• Facilitate cross-team planning to ensure dependencies are met and maintain line of sight.
• May support capital planning and reporting, partnering across planning and finance and IT functions to ensure appropriate documentation.
• Train and mentor less experienced team members.
• Support transformation initiatives including communication and coordination, as necessary.
• Promote the benefits of change and act as a catalyst for change across the corporation.