VoC Specialist

Unum•Portland, ME

About The Position

The Voice of Customer (VoC) Strategist ensures customer insights are central to how the organization designs, delivers, and improves experiences. This role defines how customer experience is measured and analyzed, translating qualitative and quantitative feedback into clear metrics and actionable recommendations that guide priorities and investment decisions. Working closely with product, experience design, and business leaders, the VoC Strategist informs experience design, MVP scope, roadmap sequencing, and ongoing performance management, ensuring decisions are grounded in customer needs and aligned to enterprise customer experience standards. Unum is an organization committed to helping employees thrive by providing employee benefits and service solutions. With 10,000 employees helping more than 39 million people worldwide, every role at Unum is meaningful and impacts the lives of customers. Unum Group is a Fortune 500 company and leading international provider of workplace benefits and services, helping workers and their families thrive for more than 175 years. Through its Unum and Colonial Life brands, the company offers disability, life, accident, critical illness, dental and vision insurance; leave and absence management support; and behavioral health services. Its 10,000+ employees work across operations in the US, UK and Poland, as well as a dedicated Technology Centre in Ireland.

Requirements

Bachelor’s or Master’s Degree in Business, Market Research, Service Design, Marketing or a related field.
7+ years of experience in customer experience, customer success, or related roles.
Strong qualitative and quantitative research expertise; able to translate findings into actionable recommendations.
Expertise defining North Star/scorecard CX metrics, including leading and lagging indicators.
Experience implementing VoC programs in large, complex organizations, including cross-functional stakeholder engagement.
Familiarity with enterprise VoC tooling and measurement practices (examples include Qualtrics or Medallia).
Clearly communicates with customers and internal stakeholders (verbal, written, and presentations) and drives alignment.
Demonstrates empathy and emotional intelligence to understand stakeholder needs and build trust.
Proven experience analyzing customer data and feedback to identify trends, root causes, and improvement opportunities, and recommends solutions.
Able to lead cross-functional teams and foster a customer-centric culture across departments.
Comfortable navigating changing customer expectations, market dynamics, and emerging technologies.

Responsibilities

Define and operationalize clear customer experience (CX) metrics, including success measures, baselines, and targets, to track progress and inform business decisions
Design and lead end‑to‑end customer research using qualitative and quantitative methods such as surveys, interviews, and behavioral data analysis
Translate customer insights into clear, evidence‑based recommendations that inform experience improvements, process changes, product scope, and prioritization
Build closed‑loop feedback processes that ensure customer input drives issue resolution, product iteration, and performance tracking
Monitor CX trends, identify root causes of changes in customer metrics, and provide insights to inform roadmap planning and ongoing experience optimization
Responsible for the development of presentation documents for company and enterprise leadership.

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
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.