Customer Experience Leader - Insights & CX Strategy

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

Benefits offered by this job

Health benefits

Vision benefits

Dental benefits

PTO

Job summary

Unum in Chattanooga, TN seeks a Customer Experience (CX) Manager to lead the measurement and insights strategy, driving customer-centric decisions through analytics, research, and actionable recommendations. Partners with business, operational, and digital teams to improve experiences, design surveys, and implement data-driven solutions.

The role requires a Bachelor’s degree (Masters preferred) and 5–6+ years delivering CX value, with strong communication to present to senior leaders.

Qualifications

• Bachelor’s degree required (Masters a plus) in a related field.
• 5–6+ years delivering customer value through research, analytics, or digital assets.
• Deep understanding of CX metrics (NPS, CES) and customer journey behaviors.

Responsibilities

• Lead CX research initiatives informing strategic decisions.
• Perform qualitative and quantitative analyses to derive insights.
• Maintain expertise in CX, market research, UX, analytics, survey platforms, and planning.
• Identify trends and opportunities to improve customer outcomes and performance.
• Collaborate with leaders to align CX strategies with enterprise objectives.
• Develop governance and metrics for the Closed-Loop Feedback program.

Skills

CX research

Leadership

Analytical thinking

Communication

Education

Bachelor’s degree

Master’s degree

Tools

SPSS

SAS

R

SQL/Teradata

Qualtrics

Tableau

Job description

Unum in Chattanooga, TN seeks a Customer Experience (CX) Manager to lead the measurement and insights strategy, driving customer-centric decisions through analytics, research, and actionable recommendations. Partners with business, operational, and digital teams to improve experiences, design surveys, and implement data-driven solutions.

The role requires a Bachelor’s degree (Masters preferred) and 5–6+ years delivering CX value, with strong communication to present to senior leaders.