Customer Experience 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

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:

Unum’s Customer Experience (CX) Manager leads the measurement and insights strategy, driving customer-centric decisions through analytics, research, and actionable recommendations. Partners with business, operational, and digital transformation leaders to improve customer experiences, influence product and service strategies, and implement data-driven solutions. Serves as a CX thought leader, ensuring best practices in customer feedback, survey design, and continuous improvement while effectively communicating insights and recommendations to stakeholders across the organization.

Principal Duties and Responsibilities

• Lead the design, execution, and management of Customer Experience (CX) research initiatives that inform strategic, operational, and marketing decisions, with an emphasis on customer satisfaction and performance measurement.
• Conduct qualitative and quantitative research, translating findings into actionable insights and business recommendations.
• Maintain expertise in CX, market research, UX methodologies, analytics, survey platforms, and strategic planning practices.
• Perform advanced customer experience analyses to identify trends, root causes, and key experience drivers, uncovering opportunities to improve customer outcomes and organizational performance.
• Provide leadership in evaluating and optimizing customer-facing processes, technologies, and key journey touchpoints.
• Champion a customer-centric approach, leveraging customer insights to influence business decisions and drive experience improvements.
• Partner with business leaders to align CX strategies with operational priorities, digital transformation initiatives, and enterprise objectives.
• Develop and maintain broad knowledge of enterprise products, services, and customer interactions across the organization.
• Lead the enterprise Closed-Loop Feedback (CLF) strategy for employee and claimant experiences, establishing governance, standards, performance metrics, and best practices to ensure customer feedback drives measurable action.
• Collaborate with operational leaders to design and implement service recovery frameworks, workflows, and accountability measures that improve responsiveness and customer outcomes.
• Manage and enhance Qualtrics-based feedback programs, including workflow automation, case management, reporting, and scalable feedback processes.
• Synthesize customer feedback, operational data, and performance metrics into actionable insights, facilitating stakeholder reviews to prioritize opportunities, address root causes, and drive continuous improvement across the customer lifecycle.
• Perform additional duties and responsibilities as assigned.

Job Specifications

Bachelor’s degree required (Masters a plus), preferably 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 common CX metrics and measurement systems (NPS, CES, etc.); as well as the customer journey and behaviors & expectations to invest in technology. Experience delivering data and/or digital based solutions that have a direct impact on customer experience. Proven experience completing advanced CX data analysis; familiarity with statistical modeling and analytic tools (SPSS, SAS, R, SQL/Teradata, Qualtrics, Tableau etc.) a plus. Strong business, financial and digital acumen. Results oriented with strong people, leadership and change management skills. Strong problem solving and critical thinking ability. Excellent time management and organizational skills to be able to balance multiple competing priorities. Experience executing on technical process oriented projects. Demonstrates strong focus on quality delivery and delighting customers; holds self to high standards of delivery. Demonstrates strong oral and written communication skills with ability to effectively present to varying levels of leadership including senior leaders.

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. $89,400.00-$183,500.00 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.