AVP CX Experience Design

Unum; Chattanooga (TN); On-site; USD 134,000 - 274,000; Full time

Benefits offered by this job

Health, Vision, Dental, Short & Long‑‑

Up to 9.5% 401(k) employer match

Generous PTO including volunteer time

Mental health support

Career advancement opportunities

Student loan repayment options

Tuition reimbursement

Flexible work environments

Job summary

Unum seeks a CX Design leader to translate CX strategy into scalable programs and drive agile delivery, change management, and journey-based transformation. You will lead a team of Strategic Experience Designers delivering customer-centered design across initiatives.

With 10+ years in CX/Experience Design and a track record of large-scale transformations, you will partner with executives across business, operations, digital, product, and technology to improve customer outcomes and business

Qualifications

• Bachelor's degree in Design, Art, Marketing, Service Design, or related field required.
• Master's degree (MBA or related discipline) preferred.
• 10+ years of progressive experience in CX/Experience Design/Service Design/Journey Management/Product Design.
• 5+ years of leadership experience managing enterprise-wide CX initiatives.
• Experience designing end-to-end customer journeys across channels.
• Proven track record leading large-scale transformation and influencing decisions.
• Experience partnering with executives across business, operations, digital, product, and tech.

Responsibilities

• Establish and lead the experience design strategy aligning lifecycles with priorities and value objectives.
• Lead a team of experience design professionals for end-to-end journeys across channels.
• Translate insights and VOC into strategic experience improvements and opportunities.
• Partner with executives to embed customer-centered design into planning and execution.
• Co-Develop and govern enterprise experience design standards and frameworks.

Skills

Leadership

Customer experience

Experience design

Journey management

Product design

Cross-functional collaboration

Education

Bachelor's degree in Design or related field

Master's degree (MBA or related) preferred

Job description

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. Help us help others, and join Team Unum today!

General Summary:

Considering applicants in Chattanooga, TN, Portland, Maine, and Atlanta, GA.

This role is CX Design leader of a team responsible for translating CX strategy via human-centered design into scalable programs, driving execution through agile delivery, change management, and journey-based transformation that results in a significant competitive advantage for Unum by working with key initiative leaders and by applying agile methodology. The incumbent will lead a team of Strategic Experience Designers who are responsible for the design and implementation of (continuous) changes within the area of responsibility in line with the change agenda (within budget, timelines and quality standards) considering the overall strategy of the CXO. Serving as a key conduit between admin systems enterprise wide and the CX Organization. This role’s primary focus will be on design and delivery.

Principal Duties and Responsibilities

Establish and lead the experience design strategy, ensuring customer lifecycles and experiences align with organizational priorities, value stream objectives, and customer needs.

Lead a team of experience design professionals responsible for identifying, designing, and optimizing end-to-end customer experiences that improve customer outcomes and business performance.

Translate customer insights, Voice of Customer feedback, market trends, and operational data into strategic experience improvements and transformation opportunities.

Partner with executive leaders across business, operations, digital, product, and technology teams to embed customer-centered design principles into strategic planning, prioritization, and execution.

Co-Develop and govern enterprise experience design standards, methodologies, and frameworks to ensure consistency, scalability, and alignment across customer touchpoints.

Drive experience transformation initiatives, facilitating cross-functional collaboration to remove customer friction, improve ease of doing business, and deliver measurable value.

Partnering with the business establish performance indicators to evaluate the effectiveness of experience improvements and demonstrate impact on customer and business outcomes.

Influence investment decisions and strategic priorities by advocating for customer needs and leveraging insights to identify opportunities for innovation and competitive differentiation.

Serve as the key leader and champion for human-centered design practices, fostering a culture of customer obsession, continuous improvement, and innovation.

Ensure experience design efforts contribute to key enterprise goals, including customer satisfaction, loyalty, retention, growth, operational efficiency, and value stream success.

Job Specifications

Bachelor's degree in Design, Art, Marketing, Service Design, or a related field required. Master's degree (MBA or related discipline) preferred. 10+ years of progressive experience in Customer Experience (CX), Experience Design, Service Design, Journey Management, Product Design, or related disciplines. 5+ years of leadership experience managing teams and leading enterprise-wide customer experience initiatives. Demonstrated experience designing and improving end-to-end customer journeys across multiple channels and touchpoints. Proven track record of leading large-scale transformation efforts and influencing strategic business decisions. Experience partnering with executive leaders across business, operations, technology, digital, product, and customer-facing functions. Experience leveraging customer insights, Voice of Customer programs, analytics, and market research to drive business improvements.

#LI-MF1 ~IN1

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, and Baton Rouge, LA - 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. $133,500.00-$274,100.00 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. If you are disabled and need a reasonable accommodation to participate in the application or hiring process, please contact us by submitting a request here.