CX Manager

Unum Group•Chattanooga, TN

6h•Hybrid

About The Position

The CX Manager is responsible for leading cross-functional teams through the execution of strategically aligned customer experiences / journeys. This role requires a strong ability to synthesize insights from stakeholder interviews, facilitate customer journey and experience mapping workshops, and drive the prioritization and implementation of key strategic investments that increase customer satisfaction, loyalty and advocacy. The CX Manager ensures that strategic experiences are actively managed and assessed for impact, fostering alignment between business and technical teams to enhance customer experience outcomes. The CX Manager is responsible for partnering across both business and technical teams to ensure successful execution and implementation of initiatives. The CX Manager should possess a combination of analytical and technical skills in order to drive initiatives to resolution. The CX Manager partners with business, technology, and operations leaders to design, deliver, and optimize customer experiences that drive measurable business value. This role blends Voice of the Customer (VoC), analytics, and cross‑functional execution to translate insights into action at scale.

Requirements

Bachelor’s degree in Business, Marketing, Communications, Design or related field
5+ years of experience in customer experience, delivering value to customers through problem solving, analytics, and/or process and technology deliverables.
Experience with CX platforms such as Salesforce, Zendesk, Qualtrics, or Medallia.
Experience with journey mapping tools such as Miro and/or Vision.
Proven track record of improving customer satisfaction and loyalty metrics.
Experience in cross-functional project management and leading CX initiatives.
Understanding of UX/UI principles and how they impact customer journeys.
Proven ability to dive deep into complex systems and metrics and understand the business context behind the data, continuously striving to find deeper insights.
Experience conducting qualitative and quantitative research and turning the results into actionable recommendations
Demonstrates strong oral and written communication skills with ability to effectively present to those in leadership positions
Demonstrates strong focus on quality delivery and delighting customers; holds self to high standards.
Strong team player; able to work effectively within a team and more broadly with people from a variety of backgrounds and areas across the organization

Nice To Haves

Certifications in Customer Experience, User Experience (e.g., CCXP) or related disciplines.
Familiarity with data visualization tools like Tableau.
In-depth knowledge of Unum’s Customer Journey a plus

Responsibilities

Partner with business and IT leaders to prioritize, plan, and execute strategic CX initiatives aligned to enterprise goals.
Lead the aggregation, analysis, and reporting of CX portfolio performance (Growth, Persistency, and Efficiency), supporting value realization and executive decision‑making.
Develop business cases for experience initiatives, including metrics‑driven assessments of feasibility, ROI, and prioritization.
Gather, analyze, and activate customer feedback through surveys, interviews, qualitative research, and operational data.
Own and execute qualitative research for assigned CX initiatives, from scoping through synthesis, storytelling, and executive‑ready recommendations.
Create clear insight‑to‑action handoffs that embed VoC findings into planning, prioritization, and operational rituals.
Support enterprise closed‑loop feedback strategy and governance by defining standards, success measures, and decision rights.
Partner with Operations, Support, and Account teams to operationalize closed‑loop feedback while enabling appropriate local execution.
Use Qualtrics XM and workflow automation to enable scalable VoC and closed‑loop processes.
Collaborate with product, IT, operations, and support teams to design and implement customer‑centric process and experience improvements.
Facilitate cross‑team planning, manage dependencies, remove impediments, and maintain alignment across complex initiatives.
Encourage adoption of agile ways of working and effective use of tools to track progress, outcomes, and metrics.
Contribute to CX KPI development, dashboards, and reporting; explain metric movement and root causes to stakeholders.
Promote a customer‑first mindset by supporting training, enablement, and change initiatives across the organization.
Partner with the Sr. CX Manager to amplify customer success stories and build advocacy programs.
Establish strong, collaborative relationships with business leaders, project managers, and subject matter experts.
Train and mentor less experienced team members, strengthening enterprise CX and VoC maturity.

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)
Paid time off
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.