CX Manager

Unum is a Fortune 500 company and a leading provider of employee benefits that empower millions of people worldwide to thrive through various life moments. Headquartered in Chattanooga, Tennessee, Unum also operates internationally with offices in Ireland, Poland, and the UK, alongside significant operations in Portland, Maine, Baton Rouge, Louisiana, and over 35 field offices across the United States. Unum is committed to fostering an award-winning culture that prioritizes inclusion and diversity, emphasizing professional growth, mental health support, and the well-being of its employees. With approximately 10,000 employees serving more than 39 million customers globally, every role at Unum is meaningful and impactful, dedicated to providing employee benefits and service solutions that truly make a difference.

The role of Customer Experience (CX) Manager at Unum involves leading cross-functional teams to execute strategically aligned customer journeys. This position is designed for a highly analytical and technically adept individual who can synthesize insights from various stakeholders, drive customer journey mapping workshops, and prioritize strategic initiatives that enhance customer satisfaction, loyalty, and advocacy. The CX Manager is an essential part of bridging the gap between business and technical teams, ensuring that the customer experience strategy is actively managed, measured, and improved upon.

This position demands a thorough understanding of customer experience platforms like Salesforce, Zendesk, Qualtrics, or Medallia, and proficiency with journey mapping tools such as Miro or Vision. The ideal candidate will hold a bachelor’s degree in Business, Marketing, Communications, Design, or a related field, and have a proven track record of improving customer satisfaction and loyalty metrics through cross-functional project management. Certifications in Customer Experience (e.g., CCXP) or User Experience are highly valued. The CX Manager drives the aggregation, analysis, and reporting of CX portfolio performance metrics to support decision-making and value realization. This leadership role also includes developing business cases for experience initiatives, gathering and activating customer feedback through qualitative and quantitative research, and facilitating cross-team collaboration with a focus on customer-centric process improvements.

Unum offers a competitive base salary ranging from $63,500 to $120,000, depending on skill, location, and experience. The company provides an extensive benefits package, including health, vision, and dental insurance, short and long-term disability coverage, performance-based incentive plans, generous paid time off with opportunities for volunteering, and a 401(k) retirement plan with up to 9.5 percent employer contribution. Employees at Unum enjoy flexible working environments, career advancement opportunities, student loan repayment options, tuition reimbursement, and robust mental health support. These benefits underscore Unum's commitment to ensuring that every team member has the resources and opportunities needed for both professional success and personal well-being.

Joining Unum means becoming part of a culture that values quality, innovation, teamwork, and a customer-first mindset. The CX Manager will play a critical role in amplifying customer success stories, mentoring less experienced team members, and strengthening the company’s overall customer experience and Voice of the Customer (VoC) maturity. Unum is an equal opportunity employer that embraces diversity and inclusion across all facets of employment. The role is offered in a hybrid work environment, allowing for flexibility and collaboration. If you are passionate about delivering exceptional customer experiences and leveraging data-driven insights to drive business impact, Unum invites you to join their team and contribute to a company dedicated to helping customers and employees thrive.