Director, Customer Experience Transformation

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
*All the 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

This role serves as a strategic connector between the Enterprise CX Center of Excellence (CoE) and Value Stream teams, ensuring customer experience is embedded into business decision-making, prioritization, and delivery. Acting as the primary liaison to embedded CX resources, the incumbent provides leadership, governance, and enterprise-wide perspective to help Value Streams deliver measurable customer and business outcomes. Partnering closely with key stakeholders across Value Stream and Operations, this individual influences strategy through customer insights, experience analytics, and CX best practices. They champion the Voice of the Customer, drive adoption of CX capabilities, and ensure consistency in how customer experience is measured, managed, and improved across the enterprise. As a trusted advisor to senior leaders, the role identifies opportunities to improve customer outcomes, strengthen Value Stream performance, and accelerate transformation efforts through data-driven recommendations, capability enablement, and cross-functional alignment. Success requires exceptional influencing, consulting, and relationship management skills, coupled with strong experience in analytics, transformation, and experience management. The incumbent shares accountability for advancing a customer-centric culture, scaling CX capabilities, and delivering sustainable business impact through the Value Stream operating model.
Principal Duties and Responsibilities

Implement CX measurement system for priority initiatives across the enterprise Facilitate and maintain the framework of key customer touchpoints throughout the lifecycle to collect voice of customer feedback across multiple channels
Design and maintain CX measurement and reporting standards across the enterprise; apply survey design best practices
Measure progress against annual improvement goals for the enterprise
Achieve CSAT Goals through analysis, reporting and delivering actionable insights Drive cross-functional analysis across the organization to elevate understanding, illustrate opportunities and help the organization improve Customer Experience consistently and cohesively. Play a key leadership role in technology and process assessment of key customer touchpoints
Apply advanced quantitative and qualitative analytics to identify key drivers to achieve CX goals, leveraging analytic tools such as SPSS, SAS, R, SQL/Teradata, and Qualtrics
Measure results to determine if efforts are driving desired outcomes consistent with CX goals, and support the evolution of the business model to drive optimal experiences. Constantly operate with a customer centric mindset, identify and analyze the most important components of customer engagement that can help drive business solutions and improve customer experience.
Drive outcomes that will improve customer experience and operational readiness for digital solutions. Assure senior leadership and stakeholders understand customer expectations and insights, and promotes the use of data to support decisions affecting the customer
Create a CX-obsessed culture Communicate the CX strategy across the organization, ensures understanding, and gains buy-in
Facilitate problem solving with operational and digital transformation leaders, participating as a continuous improvement and CX SME
Embed with operational leaders and conduct targeted coaching to drive importance of CX
Perform other related duties as assigned.
Job Specifications

BA/BS or MBA preferred, or equivalent relevant experience.
8+ years of experience delivering value to customers through research, problem solving, analytics, and/or digital asset

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