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Posted 2 days agoCX Manager
at Unum Group
Portland, United StatesOn-site
Responsibilities
- Collaborate with product, support, IT and operations teams to develop and implement customer-centric process improvements.
- Collaborate on project management activities with a focus on utilizing data driven analysis to drive outcomes that will improve customer
- experience Collaborate with teams across the organization to ensure a consistent and aligned customer experience strategy.
- Support training efforts that embed a customer-first mindset across the organization.
- Encourage adherence to and application of agile frameworks, promoting communication and collaboration across large enterprises and utilizing tools to track and report results and metrics for the experience portfolio.
- Collaborates with business and IT partners to maintain strategic alignment and evaluate prioritization of intervention backlog.
- Facilitate cross-team planning to ensure dependencies are met and maintain line of sight.
- Train and mentor less experienced team members.
- Support transformation initiatives including communication and coordination, as necessary. Promote the
Requirements
- Success requires strong analytical, consulting, and relationship management capabilities, along with the ability to influence outcomes across a matrixed organization.
- benefits of change and act as a catalyst for change across the corporation. Job Specifications Bachelor’s degree in Business, Marketing, Communications, Design or related field 5+ years of
- experience in customer experience, delivering value to customers through problem solving, analytics, and/or process and technology deliverables.
- Experience with CX platforms such as Salesforce, Zendesk, Qualtrics, or Medallia.
- Experience with journey mapping tools such as Miro and/or Vision. Certifications in Customer Experience, User
- Experience in cross-functional project management and leading CX initiatives.
- Understanding of UX/UI principles and how they impact customer journeys.
- Familiarity with data visualization tools like Tableau.
- Proven ability to dive deep into complex systems and metrics and understand the business context behind the data, continuously striving to find deeper insights.
- Experience conducting qualitative and quantitative research and turning the results into actionable recommendations Demonstrates strong oral and written communication skills with ability to effectively present to those in leadership positions Demonstrates strong focus on quality delivery and delighting customers; holds self to high standards.
- Strong team player; able to work effectively within a team and more broadly with people from a variety of backgrounds and areas across the organization In-depth knowledge of Unum’s Customer Journey a plus #LI-TO1 #LI-MULTI ~IN4 Unum and Colonial Life are part of Unum Group, a Fortune 500 company and leading provider of employee benefits to companies worldwide.
Benefits
- 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 *All the
- 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. $63,500.00-$120,000.00 Additionally, 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
Additional details
- 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.
- benefits listed above are subject to the terms of their individual Plans .
- 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: The CX Manager works across business, operations, and technology partners to translate customer insights,
- experience data, and Voice of the Customer feedback into actionable opportunities that improve customer outcomes and support Value Stream objectives.
- The incumbent collaborates with stakeholders to identify and assess
- experience improvement opportunities, facilitate cross-functional alignment, and support the execution of strategic initiatives that drive growth, persistency, and operational efficiency.