AVP CX Experience Design

Considering applicants in Chattanooga, TN, Portland, Maine, and Atlanta, GA.

About the role

This role is a CX Design leader of a team responsible for translating CX strategy via human-centered design into scalable programs, driving execution through agile delivery, change management, and journey-based transformation that results in a significant competitive advantage for Unum. The incumbent will lead a team of Strategic Experience Designers who are responsible for the design and implementation of (continuous) changes within the area of responsibility in line with the change agenda (within budget, timelines, and quality standards) considering the overall strategy of the CXO. Serving as a key conduit between admin systems enterprise-wide and the CX Organization, this role’s primary focus will be on design and delivery.

Responsibilities

• Establish and lead the experience design strategy, ensuring customer lifecycles and experiences align with organizational priorities, value stream objectives, and customer needs.
• Lead a team of experience design professionals responsible for identifying, designing, and optimizing end-to-end customer experiences that improve customer outcomes and business performance.
• Translate customer insights, Voice of Customer feedback, market trends, and operational data into strategic experience improvements and transformation opportunities.
• Partner with executive leaders across business, operations, digital, product, and technology teams to embed customer-centered design principles into strategic planning, prioritization, and execution.
• Co-develop and govern enterprise experience design standards, methodologies, and frameworks to ensure consistency, scalability, and alignment across customer touchpoints.
• Drive experience transformation initiatives, facilitating cross-functional collaboration to remove customer friction, improve ease of doing business, and deliver measurable value.
• Partner with the business to establish performance indicators to evaluate the effectiveness of experience improvements and demonstrate impact on customer and business outcomes.
• Influence investment decisions and strategic priorities by advocating for customer needs and leveraging insights to identify opportunities for innovation and competitive differentiation.
• Serve as the key leader and champion for human-centered design practices, fostering a culture of customer obsession, continuous improvement, and innovation.
• Ensure experience design efforts contribute to key enterprise goals, including customer satisfaction, loyalty, retention, growth, operational efficiency, and value stream success.

Requirements

• Bachelor's degree in Design, Art, Marketing, Service Design, or a related field required.
• Master's degree (MBA or related discipline) preferred.
• 10+ years of progressive experience in Customer Experience (CX), Experience Design, Service Design, Journey Management, Product Design, or related disciplines.
• 5+ years of leadership experience managing teams and leading enterprise-wide customer experience initiatives.
• Demonstrated experience designing and improving end-to-end customer journeys across multiple channels and touchpoints.
• Proven track record of leading large-scale transformation efforts and influencing strategic business decisions.
• Experience partnering with executive leaders across business, operations, technology, digital, product, and customer-facing functions.
• Experience leveraging customer insights, Voice of Customer programs, analytics, and market research to drive business improvements.

Benefits

• Competitive benefits package including:
  • 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
• Performance-Based Incentive Plans
• Award-winning culture with inclusion and diversity as a priority

All benefits are subject to the terms and conditions of their individual Plans.

Pay

The base salary range for this position is $133,500.00 - $274,100.00. Actual pay will be based on skill, geographical location, and experience.