Senior 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

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 Sr. CX Manager works across business, operations, and technology partners to translate customer insights, experience data, and Voice of the Customer feedback into actionable opportunities that improve customer outcomes and support Value Stream objectives. The incumbent collaborates with stakeholders to identify and assess experience improvement opportunities, facilitate cross-functional alignment, and support the execution of strategic initiatives that drive growth, persistency, and operational efficiency. Through customer journey analysis, experience measurement, and portfolio reporting, the CX Manager helps ensure Value Stream decisions are informed by customer needs and business impact. As a trusted advisor and connector across teams, this role promotes customer-centric practices, supports prioritization, and helps advance transformation efforts through data-driven recommendations, stakeholder engagement, and continuous improvement. Success requires strong analytical, consulting, and relationship management capabilities, along with the ability to influence outcomes across a matrixed organization. The incumbent shares accountability for advancing a customer-centric culture, supporting the successful execution of Value Stream priorities, and delivering measurable customer and business outcomes through the Value Stream operating model. We are considering candidates at multiple levels based on experience, skills, and business needs.

Principal Duties and Responsibilities

• Play a key role in 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 more complex strategic planning discussions and drive decision making.
• Partner with business leaders to help shape more complex functional area business plans and report on the status of plans, in order to identify and help resolve off track items or risks to the plan.
• Responsible for the development of presentation documents for company and enterprise leadership, including Board of Directors meetings, to communicate Unum plan and results
• Engages with business and IT leaders to develop business cases for complex experiences, including leading the creation of metrics-driven assessments, to determine financial feasibility and prioritization.
• Encourage adherence to and application of the 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 complex experience backlog.
• Evaluate return on investment for implemented or completed complex projects and help ensure accountability for realizing or achieving expected benefits.
• Facilitate cross-team planning to ensure dependencies are met and maintain line of sight.
• May lead 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.
• Strong Communication Skills: Ability to clearly and effectively communicate with customers, internal teams, and stakeholders, both verbally and in writing.
• Empathy and Emotional Intelligence: Demonstrates a deep understanding of customer emotions and perspectives to build trust and deliver personalized experiences.
• Analytical Thinking: Proficient in analyzing customer data and feedback to identify trends, pain points, and opportunities for improvement.
• Leadership and Team Collaboration: Capable of leading cross-functional teams, fostering a customer-centric culture, and collaborating across departments.
• Problem-Solving Abilities: Skilled in proactively addressing customer issues and implementing effective solutions.
• Adaptability and Agility: Comfortable navigating changing customer expectations, market dynamics, and emerging technologies.
• Technical Proficiency: Familiar with customer management systems, analytics platforms, and feedback tools.

Job Specifications

• Bachelor's or Master's Degree in Business, Marketing, Communications, or a related field.
• 7+ years of experience in customer experience, customer success, or related roles.
• Experience with CX platforms such as Salesforce, Zendesk, Qualtrics, or Medallia.
• Certifications in Customer 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 or Power BI.
• Experience with journey mapping tools such as Miro or Visio.
• Understanding of and experience with product development lifecycle.
• Superior oral, written communication and presentation ability.
• Advanced experience coordinating large-scale cross-team business and IT efforts.
• Proven ability to analyze and communicate portfolio data and status.
• Ability to work effectively in a dynamic, rapidly changing business and technical environment.
• Ability to negotiate effectively with business and IT partners on business requirements and timeframes on large initiatives.
• Superior ability to rally support among peers and work effectively within challenging situations.
• Knowledge of the company's sales, marketing, and analytics preferred.
• Knowledge of the company's products, services, and businesses preferred.
• Knowledge of the company's systems and infrastructure preferred.

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.

$75,500.00-$142,700.00

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.