Unum Group

Director - Strategic CX Designer

Unum Group • $109K — $224K *
Chattanooga, TN 37421In-Person
Business Services
8 - 10 years of experience
Today
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Job Overview by Ladders

Qualifications

  • BA/BS required, MBA preferred
  • 10+ years of experience in design thinking and analytics
  • Expertise in qualitative and quantitative customer research
  • Proficient in end-to-end customer experience design
  • Skilled in rapid prototyping and collaboration tools
  • Deep understanding of customer metrics and journey mapping
  • Ability to influence senior management through strategic insights

Responsibilities

  • Define and develop the North Star experience for key customer personas
  • Break down the North Star into key features and enhancements
  • Conduct customer research and experience mapping
  • Collaborate with Voice of Customer Strategist on data interpretation
  • Identify customer needs and reshape critical interactions
  • Test prototypes with customers to gather feedback on design
  • Link customer solutions to measurable CX metrics

Benefits

  • Comprehensive healthcare benefits including health, vision, and dental
  • Insurance benefits for short and long-term disability
  • Performance-based incentive plans
  • Generous paid time off policy
  • 401(k) retirement plan with employer match up to 5% plus additional contributions
Full Job Description
Job Posting End Date: August 30

General Summary:
The Director, Strategic Customer Experience (CX) Designer is responsible for understanding the key pain points and problem statements for the stakeholder personas. They help the Value Stream Owner to create the satisfying and compelling North Star experience based on customer insight, industry best practices and the enterprise Customer Experience (CX) frameworks and guardrails defined.

This role will partner with other members of the Core Team including the Value Stream Owner and the Voice of Customer (VoC) Strategist to help with design and prioritization decisions with the goal of developing the value stream's MVPs and quick wins.

This is a campus-based role. Current remote and field-based Unum employees may apply and will be considered in accordance with company policy

Principal Duties and Responsibilities

  • Define the North Star experience for priority personas and with end-to-end experiences (vs point fixes)
  • Breakdown the North Star experience into the key feature set
  • Lead detailed design discoveries: customer research, experience mapping, friction analysis, and concept development
  • Acts as a strategic partner with the VoC Strategist in the design and interpretation of qualitative and quantitative customer research including interviews and surveys
  • Identifies and articulates latent needs of customers to business stakeholders
  • Identifies and re-shapes moments of truth for customers to improve business outcomes
  • Partners with VoC Strategist and UI UX designers to help test prototypes with customers
  • Helps link the customer facing solutions / features to measurable CX leading and lagging indicators
  • Perform other related duties as assigned.


Job Specifications
  • BA/BS required, MBA preferred.
  • 10+ years of experience delivering value to customers through design thinking, problem solving, analytics, and/or digital assets, or equivalent relevant experience.
  • Experienced in leveraging customer research toolkit (qualitative + quantitative), including interviews, concept testing, and synthesis into actionable requirements
  • End-to-end customer experience and service design capability; able to define "moments that matter" and redesign flows across channels
  • Skilled in rapid prototyping and collaboration tools; comfortable working inside sprint cycles with enablement and delivery teams
  • Experienced in persona design and definition; skilled in storytelling and executive communication around customer pain points.
  • 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.
  • Proven experience influencing business outcomes through experience strategy, design direction, and insight-led recommendations.
  • Excellent problem solving, communication and design thinking ability with strong understanding of operating in an Agile value stream based delivery environment.
  • Experience delivering data and/or digital based solutions that have a direct impact on customer experience.
  • Fundamental understanding of various research techniques and data analytics; including strong skills in conducting and analyzing quantitative research
  • Proven experience with Journey mapping, service design, prototyping, concept testing tools
  • Turn data into action -Proactively identify and advocate for areas of opportunity through synthesis of detailed analysis and research into strategic insights and practical recommendations.
  • Ability to influence mid-level to senior management through personal interactions as well as the creation and delivery of presentations.
  • Comfortable asking tough questions - challenging mid-level to senior management throughout the transformation process
  • Proven results focusing on quality delivery and delighting customers; holds self to high standards of delivery
  • Collaborative team player; able to work effectively within a team and more broadly with people from a variety of backgrounds and areas across the organization.
  • Superior consulting and advisory skills; Clarity, coherence, desirability, and measurability of experiences delivered. This role does not own delivery or operational outcomes but shapes the experience direction that guides value stream execution.


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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.
$109,100.00-$224,000.00

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.

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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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