Director, Strategic CX Design & Experience

Unum; Chattanooga (TN); On-site; USD 109,000 - 224,000; Full time

Benefits offered by this job

Healthcare benefits

401(k) retirement plan with employer-m

Paid time off

Tuition reimbursement

Job summary

The Director, Strategic Customer Experience (CX) Designer at Unum is responsible for understanding key pain points for stakeholder personas and helping the Value Stream Owner to craft a North Star experience based on customer insight and CX frameworks. This campus-based role partners with the Core Team to prioritize MVPs and quick wins.

Remote and field-based colleagues may apply; you will lead design discoveries, map journeys, analyze friction, and translate insights into measurable CX

Qualifications

• BA/BS required; MBA preferred.
• 10+ years delivering value through design thinking and analytics.
• Experience with qualitative and quantitative customer research.
• End-to-end CX design across channels; moments that matter.
• Proficiency in rapid prototyping and working in sprints.

Responsibilities

• Define the North Star experience for priority personas and end-to-end experiences.
• Break down the North Star into key feature sets.
• Lead detailed design discoveries: research, journey mapping, friction analysis.
• Collaborate with the VoC Strategist on qualitative and quantitative insights.
• Identify latent customer needs and moments of truth to improve outcomes.
• Test prototypes with customers and link design to CX metrics.

Skills

Design thinking

Customer research toolkit

Journey mapping

Prototyping

Executive storytelling

Agile delivery

Education

BA/BS required

MBA preferred

Job description

The Director, Strategic Customer Experience (CX) Designer at Unum is responsible for understanding key pain points for stakeholder personas and helping the Value Stream Owner to craft a North Star experience based on customer insight and CX frameworks. This campus-based role partners with the Core Team to prioritize MVPs and quick wins.

Remote and field-based colleagues may apply; you will lead design discoveries, map journeys, analyze friction, and translate insights into measurable CX