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Job Overview
Employment Type
Full-time
Compensation
Salary
Range $63,500.00 - $120,000.00
Work Schedule
Flexible
Benefits
Health Insurance
Dental Insurance
Vision Insurance
short-term disability
long-term disability
performance-based incentive plans
Paid Time Off
401(k) retirement plan
Student loan repayment
Tuition Reimbursement
mental health support
Flexible work environment
Career advancement opportunities
Job Description
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... Show More
Job Requirements
- Bachelor’s degree in business, marketing, communications, design or related field
- Five plus years of relevant customer experience
- Experience with Salesforce, Zendesk, Qualtrics or Medallia
- Familiarity with journey mapping tools like Miro or Vision
- Certifications in Customer Experience or User Experience
- Proven ability to improve customer satisfaction and loyalty
- Strong communication and project management skills
- Ability to conduct qualitative and quantitative research
- Teamwork and collaboration skills
- Knowledge of UX/UI principles
- Familiarity with Tableau
- Knowledge of Unum’s Customer Journey is a plus.
Job Qualifications
- Bachelor’s degree in Business, Marketing, Communications, Design or related field
- Five plus years of experience in customer experience, delivering value through problem solving, analytics, or process and technology deliverables
- Experience with CX platforms such as Salesforce, Zendesk, Qualtrics, or Medallia
- Experience with journey mapping tools like Miro and/or Vision
- Certifications in Customer Experience, User Experience (e.g., CCXP) or related disciplines
- Proven track record of improving customer satisfaction and loyalty
- Experience in cross-functional project management and leading CX initiatives
- Understanding of UX/UI principles and their impact on customer journeys
- Familiarity with data visualization tools such as Tableau
- Experience conducting qualitative and quantitative research
- Strong oral and written communication skills
- Strong team player capable of working effectively across diverse teams
- Knowledge of Unum’s Customer Journey a plus.
Job Duties
- Partner with business and IT leaders to prioritize, plan, and execute strategic CX initiatives aligned to enterprise goals
- Lead the aggregation, analysis, and reporting of CX portfolio performance
- Develop business cases for experience initiatives including ROI and prioritization
- Gather, analyze, and activate customer feedback through surveys, interviews, qualitative research, and operational data
- Own and execute qualitative research for CX initiatives from scoping through synthesis and recommendations
- Create clear insight-to-action handoffs that embed VoC findings into planning and operational rituals
- Support enterprise closed-loop feedback strategy and governance
- Partner with Operations, Support, and Account teams to operationalize closed-loop feedback
- Use Qualtrics XM and workflow automation to enable scalable VoC and closed-loop processes
- Collaborate with product, IT, operations, and support teams to design customer-centric improvements
- Facilitate cross-team planning and maintain alignment across complex initiatives
- Encourage adoption of agile working and use of tools to track progress and outcomes
- Contribute to CX KPI development, dashboards, and reporting
- Promote a customer-first mindset through training and change initiatives
- Partner with the Sr. CX Manager to amplify customer success stories
- Establish collaborative relationships with leaders and project managers
- Train and mentor less experienced team members to strengthen CX maturity.
Job Criteria
Experience
Mid Level (3-7 years)
Job Location
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