Unum Group

CX Manager

Unum Group • $89K — $183K *
Portland, ME 04103In-Person
Business Services
5 - 7 years of experience
Today
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Job Overview by Ladders

Qualifications

  • Bachelor's degree required; Master's preferred in relevant fields.
  • 5-6+ years of experience in customer experience research and analytics.
  • Strong knowledge of CX metrics such as NPS and CES.
  • Familiarity with data analytics tools (e.g., SPSS, SAS, R, SQL, Tableau).
  • Proven problem-solving skills and leadership capabilities.
  • Excellent communication skills with the ability to present findings effectively.
  • Results-oriented with time management capabilities.

Responsibilities

  • Design and implement customer experience research initiatives.
  • Conduct qualitative and quantitative analyses to drive actionable insights.
  • Maintain expertise in marketing and user experience research techniques.
  • Analyze CX data to identify trends and drivers of customer satisfaction.
  • Collaborate with business teams to align customer experience strategies.
  • Drive customer-centric initiatives to enhance engagement and satisfaction.
  • Develop comprehensive understanding of the Company's products and services.

Benefits

  • Comprehensive healthcare benefits including medical, dental, and vision.
  • Insurance benefits such as short and long-term disability coverage.
  • Paid time off for work/life balance.
  • 401(k) retirement plan with up to 5% employer match.
  • Performance-based incentive plans to reward achievement.
Full Job Description
Job Posting End Date: June 19

General Summary:
This individual is a member of Unum's Customer Experience (CX) Program with a mission to equip and rally Unum with actionable insights. The incumbent leads practitioners in developing and applying a consistent CX measurement system of critical touchpoints, and in the achievement of CX goals through analysis, reporting and actionable insights. This individual plays a lead role in upholding survey design best practices and leveraging Unum's survey and analysis tools; and is also an influential voice amongst business partners, advocating for customer needs and the experiences needed to meet those needs, leading to customer centric product, services and digital strategies. Individual will utilize sound research practices and continuous improvement methodologies to lead, execute, and implement change. Incumbent will work closely with leadership of operational and digital transformation teams to influence operational processes and strategic digital based solutions in order to achieve a superior experience for the customer. This position requires extensive, analytical and technology skills, and understanding of multiple business areas and digital tools, balanced with a clear ability to clearly and concisely communicate with management across all levels of the organization.

Job Specifications
  • 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.


Principal Duties and Responsibilities
  • Responsible for designing, managing, and implementing CX research initiatives in support of strategic and marketing decisions, with a focus on customer satisfaction/performance monitoring.
  • Conduct and analyze qualitative and quantitative research and turn the results into actional recommendations.
  • Maintain technical expertise and knowledge of marketing and UX research, analysis, survey tools and strategic planning principles and techniques.
  • Completes advanced CX analysis with quantitative and qualitative data to understand trends, root causes and key drivers, illustrating opportunities to help the organization improve Customer Experience consistently and cohesively. Play a leadership role in technology and process assessment of key customer touchpoints.
  • Constantly operate with a customer centric mindset and ability to analyze most important components of customer engagement that can help drive business solutions and improve customer experience.
  • Partner with business counterparts to understand and align CX strategy to operational and digital transformation goals
  • Develop and maintain in-depth knowledge of the Company's products and services, Enterprise-wide.
  • May perform other duties as assigned

#LI-TO1

#LI-MULTI

~IN4

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.
$89,400.00-$183,500.00

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.

Company:
Unum

About Unum Group

Since their founding in 1848, Unum has been known for breaking new ground in the business of benefits. Integrity, determination, innovation and leadership were at the core of their company 165 years ago, and they are just as relevant to their business today. Just as long-lasting has been their commitment to being there when people need us most, a simple but compelling philosophy that began before the Civil War during a time when investing in insurance to protect yourself from the financial effects of illness and injury was a radical idea. They persevered during the fledgling insurance landscape then, and we're equally committed today to educating consumers about the value of financial protection benefits. Take a look below at Unum and its predecessor companies throughout the years.

Unum Group Careers

Join the Unum Group team today and be part of a company that values innovation, leadership, and diversity. As a leading provider of financial protection benefits in the United States and the United Kingdom, Unum Group offers unparalleled job opportunities in a variety of professional fields.

Work You’ll Do

At Unum Group, you will contribute to a culture that supports the growth and development of its employees through targeted diversity training and robust career advancement opportunities. Our team is committed to creating an inclusive environment where every team member’s skills and ideas are valued.

Explore Professional Growth

Unum Group is not just a company; it's a place where you can shape your future. Whether you're looking for an internship, ready to lead at the managerial level, or anywhere in between, Unum has a position that will match your skills and ambitions. We are dedicated to fostering leadership and innovation at every level of our organization.

Join Our Dynamic Team

Our team at Unum Group thrives on collaboration and the free exchange of ideas. We believe that diversity fuels innovation and we strive to create a workplace where all employees can achieve their professional goals. With a focus on continuous improvement and employee empowerment, Unum offers a dynamic work environment designed to develop top-tier professionals.

Benefits and Culture

Unum Group is committed to offering competitive benefits that enhance the lives of our employees and their families. From health and wellness to financial and retirement planning, our benefits are designed to promote a healthy, fulfilling life both inside and outside of work. Our culture emphasizes work-life balance, community involvement, and the well-being of our employees.

Career Development Opportunities

Invest in your future with Unum Group’s comprehensive career development programs. From professional development workshops to leadership training, we provide the tools and resources necessary for personal and professional growth. Our commitment to career development ensures that our employees are well-equipped to meet the challenges of today’s job market.

Innovative Hiring Process

Our hiring process is designed to identify and attract the best talent. From the initial resume submission to the final interview, each step is an opportunity to showcase your unique abilities and learn more about the Unum culture. We value straightforward communication and transparency, ensuring that all candidates understand what it takes to be a part of our team.

Networking and Community

At Unum Group, networking doesn’t end with the job interview. We encourage our employees to continue building professional relationships and sharing insights through our internal networking platforms. This connectivity allows for ongoing professional development and community building across the company.

Join Unum Group

Discover the exciting career opportunities waiting for you at Unum Group. Search open positions that match your skills and interests. We look for passionate, curious, creative, and solution-driven team players. Ready to start your journey with us? Explore job openings, read more about our company culture, and apply today to become part of something great.

Stay Connected

Keep up to date with career tips, insider perspectives, and industry-leading insights you can put to use today—all from the people who work here. Personalize your subscription to receive job alerts, latest news, and insider tips tailored to your preferences. See what exciting and rewarding opportunities await at Unum Group.

SEARCH UNUM GROUP JOBS

READ CAREERS BLOG

Learn more about Unum Group
Size
10,100 employees
Market Cap
$8 billion
Industry
Finance & Insurance
Net Income
$793 million
Founded
1848
5 Year Trend
+1.6%
Revenue
$13.1 billion
NASDAQ
UNM
* Ladders Estimates

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