Senior Director, Customer Experience Design

Unum; Chattanooga (TN); On-site; USD 134,000 - 274,000; Full time

Benefits offered by this job

Health, Vision, Dental, Short & Long‑‑

Up to 9.5% 401(k) employer match

Generous PTO including volunteer time

Mental health support

Career advancement opportunities

Student loan repayment options

Tuition reimbursement

Flexible work environments

Job summary

Unum seeks a CX Design leader to translate CX strategy into scalable programs and drive agile delivery, change management, and journey-based transformation. You will lead a team of Strategic Experience Designers delivering customer-centered design across initiatives.

With 10+ years in CX/Experience Design and a track record of large-scale transformations, you will partner with executives across business, operations, digital, product, and technology to improve customer outcomes and business

Qualifications

• Bachelor's degree in Design, Art, Marketing, Service Design, or related field required.
• Master's degree (MBA or related discipline) preferred.
• 10+ years of progressive experience in CX/Experience Design/Service Design/Journey Management/Product Design.
• 5+ years of leadership experience managing enterprise-wide CX initiatives.
• Experience designing end-to-end customer journeys across channels.
• Proven track record leading large-scale transformation and influencing decisions.
• Experience partnering with executives across business, operations, digital, product, and tech.

Responsibilities

• Establish and lead the experience design strategy aligning lifecycles with priorities and value objectives.
• Lead a team of experience design professionals for end-to-end journeys across channels.
• Translate insights and VOC into strategic experience improvements and opportunities.
• Partner with executives to embed customer-centered design into planning and execution.
• Co-Develop and govern enterprise experience design standards and frameworks.

Skills

Leadership

Customer experience

Experience design

Journey management

Product design

Cross-functional collaboration

Education

Bachelor's degree in Design or related field

Master's degree (MBA or related) preferred

Job description

Unum seeks a CX Design leader to translate CX strategy into scalable programs and drive agile delivery, change management, and journey-based transformation. You will lead a team of Strategic Experience Designers delivering customer-centered design across initiatives.

With 10+ years in CX/Experience Design and a track record of large-scale transformations, you will partner with executives across business, operations, digital, product, and technology to improve customer outcomes and business