AVP, CX Capabilities & Operations Enablement

C3035 Unum Group; Portland (ME); On-site; USD 114,000 - 216,000; Full time

Benefits offered by this job

Health benefits

Vision coverage

Dental coverage

Disability insurance

Generous PTO

401(k) match up to 5%

Student loan repayment

Tuition reimbursement

Flexible work environment

Job summary

Unum is seeking a senior leader to develop and govern an integrated, multi-year CX roadmap spanning capabilities, technology and operations. You will partner with IT and enterprise teams to ensure a cohesive, scalable strategy that drives adoption and measurable value across marketing and customer experience.

The role requires 10+ years in CX, marketing operations or related fields, with strong leadership, agile delivery experience and a track record of transforming business processes through

Qualifications

• Bachelor's degree required; MBA preferred
• Minimum 10 years of experience in customer experience, marketing operations, or related fields
• Deep knowledge of CX/marketing tech landscape including CRM, CMS and marketing automation
• Familiarity with agile methodologies and cross-functional execution
• Strong operations management and governance experience
• Proven ability to lead and develop high-performing teams
• Ability to communicate with and influence across organizational levels
• Experience with people change programs and technology-driven culture change
• Excellent leadership and staff management skills

Responsibilities

• Develop and govern an integrated, multi-year roadmap for CX capabilities, technology and operations with measurable adoption and value
• Advance the CX tech ecosystem including digital properties, marketing automation, CMS, CRM integrations, analytics and AI-enabled capabilities
• Partner with IT to clarify ownership and avoid duplication
• Evaluate emerging technologies including AI and personalization to improve productivity and value
• Design operating frameworks, agile practices, planning rhythms and process standards
• Lead process engineering as a catalyst for improvement
• Drive adoption and change across the organization
• Create an integrated system across marketing, CX, sales enablement, analytics and technology
• Build and lead high-performing capability and process teams
• Perform other duties as required

Skills

CX leadership

Marketing ops

Agile delivery

Cross-functional collab

Data-driven decisions

Stakeholder mgmt

Presentation skills

People leadership

Education

Bachelor's degree

MBA preferred

Tools

CRM systems

CMS platforms

Marketing automation

Analytics tools

Job description

General Summary

When you join the team at Unum, you become part of an organization committed to helping you thrive. Here, we work to provide the employee benefits and service solutions that enable employees at our client companies to thrive throughout life’s moments. And this starts with ensuring that every one of our team members enjoys opportunities to succeed both professionally and personally.

To enable this, we provide:

• 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

*All the benefits listed above are subject to the terms of their individual Plans. And that’s just the beginning…

With 10,000 employees helping more than 39 million people worldwide, every role at Unum is meaningful and impacts the lives of our customers.

Whether you’re directly supporting a growing family, or developing online tools to help navigate a difficult loss, customers are counting on the combined talents of our entire team.

Duties & Responsibilities

• Develop and govern an integrated, multi-year roadmap for CX capabilities, technology and operations, aligned to business priorities and enterprise strategy, with clear measures of adoption, effectiveness and value delivered.


• Advance and optimize the CX technology ecosystem, including digital properties, marketing automation, CMS platforms, CRM integrations, analytics and AI-enabled capabilities, to improve integration, scalability, utilization and business value.


• Partner with IT and enterprise functions to clarify ownership and avoid duplication.


• Anticipate, evaluate and responsibly leverage emerging technologies, including AI, automation and personalization capabilities, to evolve how work gets done, accelerate productivity and create measurable business and customer value.


• Design and continuously evolve operating frameworks, agile practices, planning rhythms and process standards that improve prioritization, speed, transparency, accountability and cross-functional execution.


• Lead process engineering as a catalyst for continuous improvement and organizational change.


• Lead the change and adoption required to translate new capabilities, technologies and processes into sustained organizational performance, including role clarity, communications, training, support models and integration into daily workflows.


• Create an integrated system across marketing, customer experience, sales enablement, analytics and technology, establishing clear governance, decision rights, standards and boundaries that enable effective data and capability integration while maintaining appropriate enterprise alignment.


• Build, develop and lead high-performing capability and process teams, fostering a culture of accountability, experimentation, adaptability, collaboration and continuous learning, while developing the skills needed to support evolving business and technology needs.


• May perform other duties as required.

Job Requirements

• Bachelor’s degree required; MBA preferred


• Minimum 10 years of experience leading customer experience, marketing operations, digital capabilities, agile delivery, or process management functions, with demonstrated success managing people, operations, and cross-functional execution.


• Deep understanding of the marketing and CX technology landscape, including CRM, CMS, marketing automation, email marketing tools, and digital advertising technologies


• Familiarity with agile methodologies and experience embedding agile practices in business teams


• Strong operations management experience, including planning, prioritization, governance, resource coordination, workflow optimization, performance tracking, and continuous improvement across teams.


• Proven ability to lead, coach, and develop high-performing teams, with a strong people-first leadership style that builds clarity, accountability, trust, engagement, and professional growth.


• Intuitive understanding of how technology, software, and platforms can propel a new generation of Customer Experience and Marketing


• Proven track record of delivering business-focused results through partnerships with the DTO organization


• Deep knowledge of all aspects of CXO and Marketing: platforms, vendors, measurement, content creation, media, technology, UX, etc.


• Strategic as well as pragmatic, with an ability to generate trust, influence, effectively communicate with, and build alliances across business functional lines and within own organization


• Excellent presentation skills for audiences of all sizes and compositions


• Effectively synthesizes relevant information on key milestones, success criteria, and risks


• Experience with people change programs and information technology; leading cultural change through technology solutions


• Excellent leadership and staff management skills, with emphasis on people and team development

Unum and Colonial Life are part of Unum Group, a Fortune 500 company and leading provider of employee benefits to companies worldwide. Headquartered in Chattanooga, TN, with international offices in Ireland, Poland and the UK, Unum also has significant operations in Portland, ME - plus over 35 US field offices. Colonial Life is headquartered in Columbia, SC, with over 40 field offices nationwide.

Unum is an equal opportunity employer, considering all qualified applicants and employees for hiring, placement, and advancement, without regard to a person's race, color, religion, national origin, age, genetic information, military status, gender, sexual orientation, gender identity or expression, disability, or protected veteran status.

The base salary range for applicants for this position is listed below. Unless actual salary is indicated above in the job description, actual pay will be based on skill, geographical location and experience. $114,100.00-$215,700.00

Additionally, Unum offers a portfolio of benefits and rewards that are competitive and comprehensive including healthcare benefits (health, vision, dental), insurance benefits (short & long-term disability), performance-based incentive plans, paid time off, and a 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. All benefits are subject to the terms and conditions of individual Plans.

Company: Unum

At Unum Group, we’re 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 our Unum and Colonial Life brands, our company offers disability, life, accident, critical illness, dental and vision insurance; leave and absence management support; and behavioral health services. Our 10,000+ employees work across operations in the US, UK and Poland, as well as our dedicated Technology Centre in Ireland.

Unum Group is committed to working with and providing reasonable accommodations for any applicant with a disability.