AVP CX Experience Design
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. This role is CX Design leader of a team responsible for translating CX strategy via human-centered design into scalable programs, driving execution through agile delivery, change management, and journey-based transformation that results in a significant competitive advantage for Unum by working with key initiative leaders and by applying agile methodology. The incumbent will lead a team of Strategic Experience Designers who are responsible for the design and implementation of (continuous) changes within the area of responsibility in line with the change agenda (within budget, timelines and quality standards) considering the overall strategy of the CXO. Serving as a key conduit between admin systems enterprise wide and the CX Organization. This role’s primary focus will be on design and delivery.
Requirements
- Bachelor's degree in Design, Art, Marketing, Service Design, or a related field required.
- 10+ years of progressive experience in Customer Experience (CX), Experience Design, Service Design, Journey Management, Product Design, or related disciplines.
- 5+ years of leadership experience managing teams and leading enterprise-wide customer experience initiatives.
- Demonstrated experience designing and improving end-to-end customer journeys across multiple channels and touchpoints.
- Proven track record of leading large-scale transformation efforts and influencing strategic business decisions.
- Experience partnering with executive leaders across business, operations, technology, digital, product, and customer-facing functions.
- Experience leveraging customer insights, Voice of Customer programs, analytics, and market research to drive business improvements.
Nice To Haves
- Master's degree (MBA or related discipline) preferred.
Responsibilities
- Establish and lead the experience design strategy, ensuring customer lifecycles and experiences align with organizational priorities, value stream objectives, and customer needs.
- Lead a team of experience design professionals responsible for identifying, designing, and optimizing end-to-end customer experiences that improve customer outcomes and business performance.
- Translate customer insights, Voice of Customer feedback, market trends, and operational data into strategic experience improvements and transformation opportunities.
- Partner with executive leaders across business, operations, digital, product, and technology teams to embed customer-centered design principles into strategic planning, prioritization, and execution.
- Co-Develop and govern enterprise experience design standards, methodologies, and frameworks to ensure consistency, scalability, and alignment across customer touchpoints.
- Drive experience transformation initiatives, facilitating cross-functional collaboration to remove customer friction, improve ease of doing business, and deliver measurable value.
- Partnering with the business establish performance indicators to evaluate the effectiveness of experience improvements and demonstrate impact on customer and business outcomes.
- Influence investment decisions and strategic priorities by advocating for customer needs and leveraging insights to identify opportunities for innovation and competitive differentiation.
- Serve as the key leader and champion for human-centered design practices, fostering a culture of customer obsession, continuous improvement, and innovation.
- Ensure experience design efforts contribute to key enterprise goals, including customer satisfaction, loyalty, retention, growth, operational efficiency, and value stream success.
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
- healthcare benefits (health, vision, dental)
- insurance benefits (short & long-term disability)
- performance-based incentive plans
- paid time off
- 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.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
