Senior Customer Experience Manager

About the role

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.

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