CX Manager

Job Posting End Date: June 19

This position 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 achieving CX goals through analysis, reporting, and actionable recommendations. The role plays a lead role in upholding survey design best practices and leveraging Unum’s survey and analysis tools, and serves as an influential voice amongst business partners, advocating for customer needs and driving customer‑centric product, service, and digital strategies.

• Design, manage, and implement CX research initiatives to support strategic and marketing decisions, focusing on customer satisfaction and performance monitoring.
• Conduct and analyze qualitative and quantitative research, turning findings into actionable recommendations.
• Maintain technical expertise and knowledge of marketing and UX research, analysis, survey tools, and strategic planning principles.
• Complete advanced CX analysis to understand trends, root causes, and key drivers, illustrating opportunities to improve Customer Experience consistently.
• Lead technology and process assessments of key customer touchpoints.
• Operate with a customer‑centric mindset, analyzing essential components of customer engagement to drive business solutions and improve experience.
• Partner with business counterparts to align CX strategy with operational and digital transformation goals.
• Develop and maintain in‑depth knowledge of the Company’s products and services on an enterprise‑wide basis.
• Perform other duties as assigned.

• Bachelor’s degree required (Master’s 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 (e.g., NPS, CES) and the customer journey and expectations.
• Experience delivering data and/or digital solutions that directly impact customer experience.
• Proven experience in advanced CX data analysis; familiarity with statistical modeling and analytic tools (SPSS, SAS, R, SQL/Teradata, Qualtrics, Tableau) is 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 balance multiple competing priorities.
• Experience executing technical, process‑oriented projects.
• Demonstrated focus on quality delivery and customer delight, holding oneself to high standards.
• Excellent oral and written communication skills, capable of presenting to varying levels of leadership, including senior leaders.

• Health, Vision, and Dental coverage
• Short‑ and Long‑Term Disability insurance
• Generous Paid Time Off (including paid time to volunteer)
• 401(k) employer contribution up to 9.5%
• Mental health support
• Career advancement opportunities
• Tuition reimbursement and student loan repayment options
• Flexible work environments

$89,400.00–$

Unum is an equal opportunity employer, considering all qualified applicants and employees for hiring, placement, and advancement, without regard to a person's race, color, religion, national origin, age, genetic information, military status, gender, sexual orientation, gender identity or expression, disability, or protected veteran status.