CX Manager

CX Manager

The 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.

Principal Duties and Responsibilities

• 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.

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