AVP, Customer Experience Transformation

Overview

When you join the team at Unum, you become part of an organization committed to helping you thrive. Here, we work to provide the employee benefits and service solutions that enable employees at our client companies to thrive throughout life’s moments. And this starts with ensuring that every one of our team members enjoys opportunities to succeed both professionally and personally.

To enable this, we provide:

• Award-winning culture
• Inclusion and diversity as a priority
• Performance Based Incentive Plans
• Competitive benefits package that includes:
  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

All the benefits listed above are subject to the terms of their individual Plans. And that’s just the beginning…

With 10,000 employees helping more than 39 million people worldwide, every role at Unum is meaningful and impacts the lives of our customers. Whether you’re directly supporting a growing family, or developing online tools to help navigate a difficult loss, customers are counting on the combined talents of our entire team. Help us help others, and join Team Unum today!

General

Summary:

The leader will define and deliver the company's overall customer experience strategy. Including connecting customer insights and needs to differentiated offerings that generate profitable growth and retention. This leader facilitates a culture of ownership of customer experience excellence throughout our company. This role will leverage customer data, enabling technologies, test and learns and partnerships with stakeholders across Unum. Focus is to implement a customer experience (CX) measurement framework that include key business performance metrics, voice of the customer sentiment, and AI service recovery analysis to provide a holistic view of customer health and CSAT to persistency areas of impact.

The incumbent will work closely with CXO senior leadership to set a CX strategy aligned with corporate strategy and Value Stream initiatives to drive business outcomes and behaviors through CX insights and recommendations.

Principal Duties and Responsibilities

• The leader will demonstrate deep expertise in areas including:
  • Continually evolving our ability to gather, understand and act upon customer insights, and on how those insights inform our investment decisions and our performance measures
  • Collaborate with and influence a wide range of stakeholders in a matrixed manner towards experience improvements that drive achievement of key metrics
  • Champion a culture of customer centricity and innovation for Unum Group and support governance and executive stakeholder management
  • Develop and support key customer personas that inform actionable experience investment decisions
  • Drive a deep curiosity for understanding the end-to-end customer experience to lead a team who supports practical and impactful customers solutions for the enterprise
  • Integrated leadership across multiple CX disciplines
• Oversee squad teams that are structured to support key business initiatives
• Implement CX measurement system for priority initiatives across the enterprise
• Lead efforts to identify and maintain the framework of key customer touchpoints throughout the journey lifecycle to collect voice of customer feedback across multiple channels
• Design and maintain CX measurement and insight standards across the enterprise, Establishes and measures progress against annual improvement goals for the enterprise to drive business solutions and improve customer experience
• Achieve CSAT Goals through analysis, reporting and actionable business insights
• Assure executive leadership understands customer expectations and insights, and champions the use of data to support decisions affecting the customer
• Develop and maintain an in-depth understanding of Unum’s business operations, acts as a champion for disruptive changes and builds strong and effective partnership with business leaders
• Communicates the CX strategy across the organization, ensures understanding,…