Director, Customer Experience Transformation

Unum•Portland, ME

12d•$109,100 - $224,000•Hybrid

About The Position

This role serves as a strategic connector between the Enterprise CX Center of Excellence (CoE) and Value Stream teams, ensuring customer experience is embedded into business decision-making, prioritization, and delivery. Acting as the primary liaison to embedded CX resources, the incumbent provides leadership, governance, and enterprise-wide perspective to help Value Streams deliver measurable customer and business outcomes. Partnering closely with key stakeholders across Value Stream and Operations, this individual influences strategy through customer insights, experience analytics, and CX best practices. They champion the Voice of the Customer, drive adoption of CX capabilities, and ensure consistency in how customer experience is measured, managed, and improved across the enterprise. As a trusted advisor to senior leaders, the role identifies opportunities to improve customer outcomes, strengthen Value Stream performance, and accelerate transformation efforts through data-driven recommendations, capability enablement, and cross-functional alignment. Success requires exceptional influencing, consulting, and relationship management skills, coupled with strong experience in analytics, transformation, and experience management. The incumbent shares accountability for advancing a customer-centric culture, scaling CX capabilities, and delivering sustainable business impact through the Value Stream operating model.

Requirements

BA/BS or MBA preferred, or equivalent relevant experience.
8+ 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
Proven experience delivering business results by driving operational change, through growing a CX culture with stakeholder management, & building buy-in with strong communication
Excellent problem solving, communication and critical thinking ability with strong understanding of Agile methods
Experience delivering data and/or digital based solutions that have a direct impact on customer experience.
Fundamental understanding of various research techniques and data analytics; including strong skills in conducting and analyzing quantitative research
Proven experience with statistical modeling leveraging industry tools (SPSS, SAS, R, SQL/Teradata, Qualtrics, Tableau etc.) to complete advanced driver analysis.
Turn data into action -Proactively identify and advocate for areas of opportunity Through Synthesis of detailed analysis and research into strategic insights and practical recommendations.
Ability to influence mid-level to senior management through personal interactions as well as the creation and delivery of presentations.
Comfortable asking tough questions – challenging mid-level to senior management throughout the transformation process
Proven results focusing on quality delivery and delighting customers; holds self to high standards of delivery
Collaborative team player; able to work effectively within a team and more broadly with people from a variety of backgrounds and areas across the organization.
Superior consulting and advisory skills; ability to think conceptually, handle ambiguity, solve complex problems, and make thoughtful recommendations.

Responsibilities

Implement CX measurement system for priority initiatives across the enterprise
Facilitate and maintain the framework of key customer touchpoints throughout the lifecycle to collect voice of customer feedback across multiple channels
Design and maintain CX measurement and reporting standards across the enterprise; apply survey design best practices
Measure progress against annual improvement goals for the enterprise
Achieve CSAT Goals through analysis, reporting and delivering actionable insights
Drive cross-functional analysis across the organization to elevate understanding, illustrate opportunities and help the organization improve Customer Experience consistently and cohesively. Play a key leadership role in technology and process assessment of key customer touchpoints
Apply advanced quantitative and qualitative analytics to identify key drivers to achieve CX goals, leveraging analytic tools such as SPSS, SAS, R, SQL/Teradata, and Qualtrics
Measure results to determine if efforts are driving desired outcomes consistent with CX goals, and support the evolution of the business model to drive optimal experiences. Constantly operate with a customer centric mindset, identify and analyze the most important components of customer engagement that can help drive business solutions and improve customer experience.
Drive outcomes that will improve customer experience and operational readiness for digital solutions. Assure senior leadership and stakeholders understand customer expectations and insights, and promotes the use of data to support decisions affecting the customer
Create a CX-obsessed culture
Communicate the CX strategy across the organization, ensures understanding, and gains buy-in
Facilitate problem solving with operational and digital transformation leaders, participating as a continuous improvement and CX SME
Embed with operational leaders and conduct targeted coaching to drive importance of CX
Perform other related duties as assigned.