VP, Customer Experience Transformation

About the position

Reporting to the company's Chief Experience Officer (CXO), this leader will be accountable for the customer experience strategy and enablement delivering the intended differentiated value for Unum customers across U.S. based Unum brands. This leader facilitates a culture of ownership of customer experience excellence throughout our company. This role will leverage customer data, enabling technologies, test and learns and partnerships with stakeholders across Unum. The leader will have a proven ability to define and deliver on the company overall customer experience strategy. Including connecting customer insights and needs to differentiated offerings that generate profitable growth and retention.

Responsibilities

• Partnering with the CXO, play a key leadership role in developing and deploying the company's customer experience strategy that aligns with the financial objectives.
• Lead the definition and maintenance of Unum's broad customer and partner personas informed by an in-depth understanding of preferences and patterns in the Unum customer value chain.
• Develop an effective portfolio of customer experience insights and analytics that provide an integrated view of the customer and a 360-degree view of customer experience for each segment.
• Define, monitor and report on the progress of customer experience initiatives to senior management, providing insights and strategic recommendations based on performance metrics.
• Utilize data analytics and customer feedback to identify pain points in the customer journey and collaborate to develop solutions that enhance service delivery and customer satisfaction.
• Champion the adoption of new technologies and digital tools that support a customer centric culture across the enterprise.
• Drive experience change initiatives that foster a customer-first culture throughout the company.
• Own and support customer centric governance across the enterprise voice of the customer.
• Proactively inform all marketing and lead generation activities with voice of the customer, informed by segment analytics.
• Provide organization direction on unmet customer needs and future opportunities for customer value in Unum Group's marketplace offering.

Requirements

• Bachelor's degree required; advanced degree preferred.
• 10+ years of progressive customer experience leadership.
• Superior external customer focus and demonstrated results for ongoing enhancement of the customer experience.
• Expertise in empowering marketing strategy and customer experience with data-driven and actionable insights.
• Strong knowledge of customer experience drivers that underpin profitable growth and retention.
• Demonstrated leadership qualities including ability to build and establish strong, collaborative partnerships.
• A high degree of leadership, strategic planning and business acumen.
• Strong people management and change management skills.
• Superior oral and written communication, presentation, negotiation, and influencing skills.

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