CX Manager

Unum•Portland, ME

20h•$89,400 - $183,500•Hybrid

About The Position

This individual 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 the achievement of CX goals through analysis, reporting and actionable insights. This individual plays a lead role in upholding survey design best practices and leveraging Unum’s survey and analysis tools; and is also an influential voice amongst business partners, advocating for customer needs and the experiences needed to meet those needs, leading to customer centric product, services and digital strategies. Individual will utilize sound research practices and continuous improvement methodologies to lead, execute, and implement change. Incumbent will work closely with leadership of operational and digital transformation teams to influence operational processes and strategic digital based solutions in order to achieve a superior experience for the customer. This position requires extensive, analytical and technology skills, and understanding of multiple business areas and digital tools, balanced with a clear ability to clearly and concisely communicate with management across all levels of the organization.

Requirements

Bachelor’s degree required (Masters 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 (NPS, CES, etc.); as well as the customer journey and behaviors & expectations to invest in technology.
Experience delivering data and/or digital based solutions that have a direct impact on customer experience.
Proven experience completing advanced CX data analysis; familiarity with statistical modeling and analytic tools (SPSS, SAS, R, SQL/Teradata, Qualtrics, Tableau etc.) 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 be able to balance multiple competing priorities.
Experience executing on technical process oriented projects.
Demonstrates strong focus on quality delivery and delighting customers; holds self to high standards of delivery.
Demonstrates strong oral and written communication skills with ability to effectively present to varying levels of leadership including senior leaders.

Nice To Haves

Masters a plus
familiarity with statistical modeling and analytic tools (SPSS, SAS, R, SQL/Teradata, Qualtrics, Tableau etc.) a plus.

Responsibilities

Responsible for designing, managing, and implementing CX research initiatives in support of strategic and marketing decisions, with a focus on customer satisfaction/performance monitoring.
Conduct and analyze qualitative and quantitative research and turn the results into actional recommendations.
Maintain technical expertise and knowledge of marketing and UX research, analysis, survey tools and strategic planning principles and techniques.
Completes advanced CX analysis with quantitative and qualitative data to understand trends, root causes and key drivers, illustrating opportunities to help the organization improve Customer Experience consistently and cohesively.
Play a leadership role in technology and process assessment of key customer touchpoints.
Constantly operate with a customer centric mindset and ability to analyze most important components of customer engagement that can help drive business solutions and improve customer experience.
Partner with business counterparts to understand and align CX strategy to operational and digital transformation goals
Develop and maintain in-depth knowledge of the Company’s products and services, Enterprise-wide.
May perform other duties as assigned

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