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
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-$183,500.00Additionally, 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:
UnumSkills Required
- Bachelor’s degree in Business, Marketing, Market Research, Economics, Statistics, Psychology, Sociology, or a related field
- Master’s degree
- 5–6+ years of experience delivering customer value through research, problem solving, analytics, digital assets, or equivalent relevant experience
- Deep understanding of customer experience metrics and measurement systems, including NPS and CES
- Understanding of customer journeys, customer behaviors, and technology investment expectations
- Experience delivering data-based or digital solutions that directly impact customer experience
- Advanced customer experience data analysis experience
- Familiarity with statistical modeling and analytical tools such as SPSS, SAS, R, SQL/Teradata, Qualtrics, and Tableau
- Strong business, financial, and digital acumen
- People leadership and change management skills
- Strong problem-solving and critical-thinking abilities
- Strong time-management and organizational skills
- Experience executing technical, process-oriented projects
- Strong focus on quality delivery and customer satisfaction
- Strong oral and written communication skills, including presenting to senior leaders
Unum Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Unum and has not been reviewed or approved by Unum.
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Healthcare Strength — Benefits are described as starting day one and include medical coverage along with employer-provided life, short-term disability, and long-term disability. On-site amenities like a gym and café are also part of the health-and-extras package in some locations.
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Retirement Support — The retirement offering is positioned as a standout through a high employer 401(k) contribution. This retirement support is repeatedly framed as a key draw within the total rewards package.
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Leave & Time Off Breadth — Paid time off is characterized as generous, with additional personal days and company closure days also described. The time-off program is presented as broader than many peers on paper.
Unum Insights
What We Do
Unum is a company of people serving people. A Fortune 500 company, we help millions of people gain affordable access to disability, life, accident, critical illness, dental and vision benefits through the workplace — benefits that help them protect their families, their finances and their futures. Our products and services meet the needs of a diverse workforce that includes four generations, growing ethnic diversity and changing family dynamics. A strong commitment to social responsibility is one of Unum's core values. In fact, we place particular emphasis on contributing to positive change in the communities in which we live and work. Helping our communities become better is a natural extension of the commitment we make each and every day to our customers — to help employers manage their businesses and employees protect their families and livelihoods. We look forward to sharing industry news, community involvement, recognition and other info we hope you find interesting and informative. We encourage your comments and feedback so we can be a valuable resource for you and get to know you a little better.
