Customer Experience Manager

About the role

Unum’s Customer Experience (CX) Manager leads the measurement and insights strategy, driving customer-centric decisions through analytics, research, and actionable recommendations. Partners with business, operational, and digital transformation leaders to improve customer experiences, influence product and service strategies, and implement data-driven solutions. Serves as a CX thought leader, ensuring best practices in customer feedback, survey design, and continuous improvement while effectively communicating insights and recommendations to stakeholders across the organization.

Responsibilities

• Lead the design, execution, and management of Customer Experience (CX) research initiatives that inform strategic, operational, and marketing decisions, with an emphasis on customer satisfaction and performance measurement.
• Conduct qualitative and quantitative research, translating findings into actionable insights and business recommendations.
• Maintain expertise in CX, market research, UX methodologies, analytics, survey platforms, and strategic planning practices.
• Perform advanced customer experience analyses to identify trends, root causes, and key experience drivers, uncovering opportunities to improve customer outcomes and organizational performance.
• Provide leadership in evaluating and optimizing customer-facing processes, technologies, and key journey touchpoints.
• Champion a customer-centric approach, leveraging customer insights to influence business decisions and drive experience improvements.
• Partner with business leaders to align CX strategies with operational priorities, digital transformation initiatives, and enterprise objectives.
• Develop and maintain broad knowledge of enterprise products, services, and customer interactions across the organization.
• Lead the enterprise Closed-Loop Feedback (CLF) strategy for employee and claimant experiences, establishing governance, standards, performance metrics, and best practices to ensure customer feedback drives measurable action.
• Collaborate with operational leaders to design and implement service recovery frameworks, workflows, and accountability measures that improve responsiveness and customer outcomes.
• Manage and enhance Qualtrics-based feedback programs, including workflow automation, case management, reporting, and scalable feedback processes.
• Synthesize customer feedback, operational data, and performance metrics into actionable insights, facilitating stakeholder reviews to prioritize opportunities, address root causes, and drive continuous improvement across the customer lifecycle.
• Perform additional duties and responsibilities as assigned.

Requirements

• Bachelor’s degree required (Masters a plus), preferably in Business, Marketing, Market Research, Economics, Statistics, or Psychology/Sociology.
• 5-6+ years of experience delivering value to customers through research, problem solving, analytics, and/or digital assets, or equivalent relevant experience.
• Deep understanding of common CX metrics and measurement systems (NPS, CES, etc.); as well as the customer journey and behaviors & expectations to invest in technology.
• Experience delivering data and/or digital based solutions that have a direct impact on customer experience.
• Proven experience completing advanced CX data analysis; familiarity with statistical modeling and analytic tools (SPSS, SAS, R, SQL/Teradata, Qualtrics, Tableau etc.) a plus.
• Strong business, financial and digital acumen.
• Results oriented with strong people, leadership and change management skills.
• Strong problem solving and critical thinking ability.
• Excellent time management and organizational skills to be able to balance multiple competing priorities.
• Experience executing on technical process oriented projects.
• Demonstrates strong focus on quality delivery and delighting customers; holds self to high standards of delivery.
• Demonstrates strong oral and written communication skills with ability to effectively present to varying levels of leadership including senior leaders.

Benefits

• Award-winning culture
• Inclusion and diversity as a priority
• Performance-based incentive plans
• 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 (plus an additional 4.5% contribution regardless of employee contribution)
• Mental health support
• Career advancement opportunities
• Student loan repayment options