Senior CX Strategy Lead - Flexible Work Environment

Unum; Portland (ME); On-site; USD 76,000 - 143,000; Full time

Benefits offered by this job

Award-winning culture

Diversity & inclusion

Performance-based incentives

Health, Vision, Dental

Generous PTO

401(k) employer contribution 9.5%

Mental health support

Career advancement

Student loan repayment

Tuition reimbursement

Flexible work environments

Job summary

Unum is seeking a Sr. CX Manager in Portland, ME to translate customer insights into actionable opportunities across business, operations, and technology.

You will collaborate with leaders to drive growth, persistency, and efficiency by analyzing journey data and portfolio metrics, promoting customer-centric practices, and guiding transformation initiatives in a matrixed organization. The role requires strong communication, empathy, analytical thinking, and cross-functional leadership, with

Qualifications

• Bachelor’s or Master’s Degree in Business, Marketing, Communications, or a related field.

Responsibilities

• Lead CX portfolio data analysis and present to senior leadership.
• Collaborate with business and IT leaders to build business cases for complex experiences.
• Develop metrics-driven assessments to determine feasibility and prioritization.
• Promote agile practices and cross-functional collaboration across large enterprises.
• Communicate portfolio status and ROI to stakeholders.

Skills

Analytical thinking

Communication skills

Empathy and EI

Leadership & teamwork

Problem solving

Adaptability

Education

Bachelor’s or Master’s Degree in Business/Marketing/Communications

Tools

Salesforce

Zendesk

Qualtrics

Medallia

Job description

Unum is seeking a Sr. CX Manager in Portland, ME to translate customer insights into actionable opportunities across business, operations, and technology.

You will collaborate with leaders to drive growth, persistency, and efficiency by analyzing journey data and portfolio metrics, promoting customer-centric practices, and guiding transformation initiatives in a matrixed organization. The role requires strong communication, empathy, analytical thinking, and cross-functional leadership, with