AVP, Customer Experience Capabilities and Operations

Unum • Portland, ME

16d

About The Position

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 AVP, CX Capabilities and Operations Enablement leads the strategic direction, integration, and optimization of marketing and customer experience platforms within the CX organization. This embedded CXO role is responsible for advancing the CX technology stack – including digital properties, marketing automation, CMS platforms, CRM integrations, and AI-enabled capabilities – in alignment with enterprise architecture and governance. The AVP ensures CX tools are fully integrated, data and insight-enabled, purpose-built in support of business goals, consumable across the enterprise, and optimized for customer impact. This role partners closely across marketing, analytics, IT, and sales enablement teams to ensure seamless tool alignment and avoid duplication of enterprise functions. This leader oversees the CX process managing a business-adapted methodology to accelerate delivery, adoption, and continuous improvement.

Requirements

• Bachelor’s degree required; MBA preferred
• Minimum 10 years of experience in digital, web, marketing technology, and platforms, with a focus on customer-facing applications
• Deep understanding of the marketing and CX technology landscape, including CRM, CMS, marketing automation, email marketing tools, and digital advertising technologies
• Familiarity with agile methodologies and experience embedding agile practices in business teams
• Strong technical expertise and acumen, with a demonstrated ability to deliver business value through technology innovation
• Intuitive understanding of how technology, software, and platforms can propel a new generation of Customer Experience and Marketing
• Proven track record of delivering business-focused results through partnerships with the DTO organization
• Deep knowledge of all aspects of CXO and Marketing: platforms, vendors, measurement, content creation, media, technology, UX, etc.
• Strategic as well as pragmatic, with an ability to generate trust, influence, effectively communicate with, and build alliances across business functional lines and within own organization
• Excellent presentation skills for audiences of all sizes and compositions
• Effectively synthesizes relevant information on key milestones, success criteria, and risks
• Experience with people change programs and information technology; leading cultural change through technology solutions
• Excellent leadership and staff management skills, with emphasis on people and team development

Responsibilities

• Develop a multi-year roadmap for CX technologies aligned to marketing goals and enterprise strategy
• Evaluate emerging tools (AI, personalization engines, CRM/CMS innovations) for relevance and scalability
• Ensure CX technology initiatives complement, not replicate, enterprise IT infrastructure
• Own governance and strategy for CX-managed platforms (websites, microsites, portals, CMS, marketing automation)
• Ensure seamless data flow and integration across CRM, CMS, marketing automation, and analytics platforms
• Maintain scalability, interoperability, and data quality across the CX stack
• Partner with CX and design teams to deliver customer-centric digital experiences
• Ensure platforms support personalization, omnichannel orchestration, and self-service capabilities
• Enable measurement and optimization of user experience through analytics and feedback loops
• Guide responsible adoption of AI/ML for personalization, content generation, and automation
• In partnership with CX Analytics, support CX tech stack data capture, enrichment, and governance to support market activations and advanced analytics
• Ensure brand, ethical, and regulatory aligned use of AI technologies
• Coordinate with Sales Enablement teams to align CX tools with CRM and other platforms
• Support consistent messaging, asset access, and performance tracking across marketing and sales workflows
• Clarify tool boundaries to ensure alignment without duplication of sales or IT responsibilities
• Define usage standards, training protocols, and support models for CX technologies
• Establish vendor evaluation criteria and manage relationships, licensing, and renewals in partnership with procurement and IT
• Develop training, communications, and support models to drive adoption of CX technologies
• Partner with Marketing Teams, IT, and CX leaders to embed tools into daily workflows
• Measure satisfaction, usage, and business impact of CX technologies
• Lead and mentor a team of CX capability specialists, analysts
• Foster a culture of innovation, experimentation, and continuous improvement
• Sponsor ideas and validate new technologies that support business value

Benefits

• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Executive
• Number of Employees: 5,001-10,000 employees