CX Insights Lead: Data-Driven Customer Experience

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

Benefits offered by this job

Award-winning culture

Diversity & inclusion

Incentive plans

Health benefits

PTO + volunteering

401(k) match

Mental health support

Career advancement

Student loan repayment

Tuition reimbursement

Flexible environment

Job summary

Unum in Chattanooga, TN, is seeking a Customer Experience Manager to lead CX research, analytics, and insights across the enterprise, partnering with business, operational, and digital transformation teams to improve customer experiences.

The role drives measurement, feedback programs, and governance, with responsibilities spanning survey design, data synthesis, and presenting insights to senior leaders.

Qualifications

• Bachelor’s degree required (Masters a plus).
• 5–6+ years 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.

Responsibilities

• Lead CX research initiatives informing strategic decisions.
• Translate qualitative and quantitative findings into actionable insights.
• Maintain expertise in CX, market research, UX, analytics, survey platforms, and strategic planning practices.
• Perform advanced CX data analysis to identify trends, root causes, and key experience drivers.
• 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.

Skills

CX research

Analytics

Leadership

Change management

Qualtrics

SQL

Education

Bachelor's degree

Masters preferred

Tools

Qualtrics

Tableau

SQL

R

SPSS

SAS

Job description

Unum in Chattanooga, TN, is seeking a Customer Experience Manager to lead CX research, analytics, and insights across the enterprise, partnering with business, operational, and digital transformation teams to improve customer experiences.

The role drives measurement, feedback programs, and governance, with responsibilities spanning survey design, data synthesis, and presenting insights to senior leaders.