Customer Experience Manager

## Customer Experience Manager Apply:
Chattanooga, Tennessee, USA:
Portland, Maine, USA:
Full time:
Posted Today:
836447

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:

Unum’s Customer Experience (CX) Manager leads the measurement and insights strategy, driving customer-centric decisions through analytics, research, and actionable recommendations. Partners with business, operational, and digital transformation leaders to improve customer experiences, influence product and service strategies, and implement data-driven solutions. Serves as a CX thought leader, ensuring best practices in customer feedback, survey design, and continuous improvement while effectively communicating insights and recommendations to stakeholders across the organization.

** Principal Duties and Responsibilities
*** Lead the design, execution, and management of Customer Experience (CX) research initiatives that inform strategic, operational, and marketing decisions, with an emphasis on customer satisfaction and performance measurement.
* Conduct qualitative and quantitative research, translating findings into actionable insights and business recommendations.
* Maintain expertise in CX, market research, UX methodologies, analytics, survey platforms, and strategic planning practices.
* Perform advanced customer experience analyses to identify trends, root causes, and key experience drivers, uncovering opportunities to improve customer outcomes and organizational performance.
* Provide leadership in evaluating and optimizing customer-facing processes, technologies, and key journey touchpoints.
* Champion a customer-centric approach, leveraging customer insights to influence business decisions and drive experience improvements.
* Partner with business leaders to align CX strategies with operational priorities, digital transformation initiatives, and enterprise objectives.
* Develop and maintain broad knowledge of enterprise products, services, and customer interactions across the organization.
* Lead the enterprise Closed-Loop Feedback (CLF) strategy for employee and claimant experiences, establishing governance, standards, performance metrics, and best practices to ensure customer feedback drives measurable action.
* Collaborate with operational leaders to design and implement service recovery frameworks, workflows, and accountability measures that improve responsiveness and customer outcomes.
* Manage and enhance Qualtrics-based feedback programs,…