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Manager, Customer Experience

Company: Unum
Location: Portland
Posted on: November 26, 2022

Job Description:

Job Posting End Date: November 29

Unum is a company of people serving people. As one of the world's leading employee benefits providers and a Fortune 500 company, Unum's financial protection benefits help protect more than 36 million working people and their families from the financial impact of illness or injury.

Unum's two distinct, but similarly focused US businesses - Unum US and Colonial Life - are each a market leader in making disability, life, accident, critical illness, dental, and vision insurance accessible in the workplace.

Headquartered in Chattanooga, Tennessee, Unum also has significant US operations in Portland, Maine and Baton Rouge, Louisiana - and over 35 field offices nationwide. Colonial Life is headquartered in Columbia, South Carolina with over 40 field offices nationwide.

General Summary:
This individual is a member of Unum's Customer Experience Program with a mission to equip and rally Unum with actionable insights. The incumbent leads practitioners in developing and applying a consistent customer experience (CX) measurement system of critical touchpoints, and in the achievement of CX goals through analysis, reporting and actionable insights. This individual plays a lead role in upholding survey design best practices and leveraging Unum's survey and analysis tools. Incumbent is accountable for providing and communicating VOC feedback throughout the organization through dashboards, reports, and presentations. Individual will utilize sound research practices and continuous improvement methodologies to lead, execute, and implement change. Incumbent will work closely with senior leadership and management stakeholders to prioritize and align CX improvement opportunities with strategic goals of the Company. Individual has joint ownership, along with senior leadership, for achievement of goals and objectives for assigned projects. This position requires extensive technical skills, analytical skills, and understanding of multiple business areas and functions, balanced with a clear ability to clearly and concisely communicate with management across all levels of the organization.

Principal Duties and Responsibilities

  • Responsible for designing, managing, and implementing CX research initiatives in support of strategic and marketing decisions, with a focus on customer satisfaction/performance monitoring.
  • Design, implement, and manage primary research projects to meet business objectives and information needs. Balance decision risks and research costs to ensure achievement of high payoff research projects.
  • Maintain technical expertise and knowledge of state-of-the-art marketing research, analysis, survey tools and strategic planning principles and techniques.
  • Deliver education and training that enables success of business leaders in achieving CX goals
  • Understands and can teach CX methods and tools (e.g. NPS, CES, closed-loop systems)
  • Completes advanced CX analysis with quantitative and qualitative data to understand trends, root causes and key drivers, illustrating opportunities to help the organization improve Customer Experience consistently and cohesively
  • Assures VOC feedback is available throughout the organization via dashboard design, reporting and presentations
  • Partner with business counterparts to understand and align CX strategy to operational goals
  • Develop and maintain in-depth knowledge of the Company's products and services, Enterprise-wide.
  • May perform other duties as assigned

    Job Specifications
  • Must have 5+ years experience in a corporate or supplier Research organization. Insurance industry experiences a plus.
  • Bachelor's degree required (Masters a plus), preferably in Business, Marketing, Market Research, Economics, Statistics, or Psychology/Sociology.
  • Strong customer bias - the ability to think from the outside in. Willing to go the extra mile to get the job done for the customer (internal or external) in timely manner.
  • Deep understanding of common CX metrics and systems (NPS, CES, etc.)
  • Strong analytical and problem-solving ability. Innovative with ideas. Ability to quickly grasp both complex concepts and the implications of recommended actions.
  • Proven experience completing advanced CX data analysis; familiarity with statistical modeling and analytic tools (SPSS, SAS, R, SQL/Teradata, Qualtrics, etc.) a plus
  • Ability to effectively communicate, influence, and interact with all levels, including Senior Management. Excellent verbal and written communications skills required.
  • Ability to think and advise both strategically and tactically.
  • Proven ability to successfully manage and/or coordinate multiple, concurrent projects. Ability to prioritize and execute priorities accordingly.
  • Proven ability to function in a team and high performance environment. Must be a results-oriented, self-motivated and self-directed.
  • Ability to develop/train, and motivates stakeholders in pursuit of CX goals.
  • Some travel required.



    Our company is built on helping individuals and families, and this starts with our employees. We want employees to maintain a positive balance, which is why we provide access to the benefits and resources they need to invest in themselves. From our onsite fitness facilities and generous paid time off to employee professional development programs, we are committed to helping employees live and work their best - both inside and outside the office.

    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.


Keywords: Unum, Portland , Manager, Customer Experience, Executive , Portland, Maine

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