Customer Experience & Insights Manager

Unum Ireland; Chattanooga (TN); On-site; USD 89,000 - 184,000; Full time

Benefits offered by this job

Award-winning culture

Inclusion and diversity as a priority

Performance Based Incentive Plans

Health, Vision, Dental, Short & Long‑T

Disability insurance

PTO including paid time to volunteer

401(k) employer contribution up to 9.5

Mental health support

Career advancement opportunities

Student loan repayment options

Tuition reimbursement

Flexible work environments

Job summary

Unum Group, headquartered in Chattanooga, TN, seeks a Customer Experience (CX) Manager to lead measurement, insights, and data-driven decisions across the organization. You will partner with leaders to improve customer experiences and drive enterprise strategies with analytics and research.

You will manage CX research initiatives, synthesize feedback, and champion a customer-centric approach while coordinating with product, operations, and digital transformation teams.

Qualifications

• Bachelor’s degree required (Masters a plus) in Business, Marketing, Market Research, Economics, Statistics, or Psychology/Sociology.
• 5-6+ years of experience delivering value to customers through research, problem solving, analytics, and/or digital assets, or equivalent relevant experience.
• Deep understanding of CX metrics and measurement systems (NPS, CES, etc.).
• Experience delivering data and/or digital based solutions that have a direct impact on customer experience.
• Proficiency with statistical modeling and analytic tools (SPSS, SAS, R, SQL/Teradata, Qualtrics, Tableau).

Responsibilities

• Lead CX research initiatives informing strategic, operational, and marketing decisions.
• Conduct qualitative and quantitative research, translating findings into actionable insights.
• Maintain expertise in CX, market research, UX methodologies, analytics, survey platforms, and strategic planning practices.
• Perform advanced CX data analysis to identify trends, root causes, and key drivers.
• Provide leadership in evaluating and optimizing customer-facing processes, technologies, and journey touchpoints.
• Champion a customer-centric approach and influence business decisions with insights.
• Collaborate with leaders to align CX strategies with enterprise objectives.
• Develop knowledge of enterprise products, services, and customer interactions.
• Lead the enterprise Closed-Loop Feedback strategy for employee and claimant experiences.
• Work with operational leaders to design service recovery frameworks and accountability.
• Manage Qualtrics-based feedback programs, workflows, and reporting.
• Synthesize feedback and performance data into actionable insights for stakeholders.

Skills

CX research

Qualitative research

Quantitative analysis

Leadership

Change management

Communication

Education

Bachelor’s degree

Masters a plus

Tools

Qualtrics

Tableau

SPSS

SAS

R

SQL

Job description

Unum Group, headquartered in Chattanooga, TN, seeks a Customer Experience (CX) Manager to lead measurement, insights, and data-driven decisions across the organization. You will partner with leaders to improve customer experiences and drive enterprise strategies with analytics and research.

You will manage CX research initiatives, synthesize feedback, and champion a customer-centric approach while coordinating with product, operations, and digital transformation teams.