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Unum UK provides employee benefits designed to support financial protection and workplace wellbeing. Its offerings include group income protection, group life insurance, critical illness cover, dental insurance and optical insurance, alongside health and wellbeing services. Operating in the UK as part of a business with a presence in the US and Poland, Unum UK serves employers and their employees. Its work spans insurance and employee health, with teams focused on delivering and supporting these benefits.
Customer Experience Manager
Lead customer research, analytics, and Qualtrics feedback programs at Unum, an employee benefits provider. Turn customer insights into business decisions and service improvements.
संयुक्त राज्य
मेन
टेनेसी$89,400 – $1,83,500 / वर्ष
ऑन-साइटपूर्णकालिकमध्य स्तरवरिष्ठआवश्यक भाषा: अंग्रेज़ीग्राहक सहायताविवरण
- Direct customer experience research from planning through delivery.
- Conduct qualitative and quantitative research and turn findings into practical recommendations.
- Analyze customer experience data to uncover trends, root causes, and experience drivers.
- Assess and improve customer-facing processes, technology, and journey touchpoints.
- Apply customer insights to business decisions and service improvements.
- Work with business leaders to connect customer experience strategy to operational priorities, digital transformation, and enterprise goals.
- Build and maintain knowledge of enterprise products, services, and customer interactions.
- Lead closed-loop feedback strategy for employee and claimant experiences across the enterprise.
- Set governance, standards, performance measures, and best practices for customer feedback.
- Work with operational leaders to develop service recovery frameworks, workflows, and accountability measures.
- Manage and improve Qualtrics feedback programs, including workflow automation, case management, reporting, and scalable feedback processes.
- Combine customer feedback, operational data, and performance measures to produce actionable insights.
- Lead stakeholder reviews to prioritize opportunities, address root causes, and improve the customer lifecycle continuously.
- Take on other duties and responsibilities as assigned.
आवश्यकताएँ
- Bachelor’s degree required; preferred fields include business, marketing, market research, economics, statistics, psychology, or sociology.
- At least 5–6 years of experience delivering customer value through research, problem solving, analytics, or digital assets, or equivalent relevant experience.
- Strong knowledge of common customer experience measures, including NPS and CES.
- Understanding of customer journeys, behaviors, and expectations related to technology investment.
- Experience delivering data-based or digital solutions with a direct impact on customer experience.
- Demonstrated experience conducting advanced customer experience data analysis.
- Familiarity with statistical modeling and analytical tools such as SPSS, SAS, R, SQL/Teradata, Qualtrics, and Tableau is a plus.
- Strong business, financial, and digital acumen.
- Strong people leadership and change management skills.
- Strong problem-solving and critical-thinking skills.
- Excellent time management and organizational skills.
- Experience delivering technical, process-focused projects.
- Commitment to quality delivery and customer satisfaction.
- Strong verbal and written communication skills, including presenting to leaders at different levels and to senior executives.
लाभ
- Award-winning workplace culture.
- Commitment to inclusion and diversity.
- Performance-based incentive plans.
- Competitive benefits package covering health, vision, dental, and short- and long-term disability.
- Generous paid time off, including paid volunteer time.
- Up to 9.5% employer contribution to a 401(k).
- Mental health support.
- Career development and advancement opportunities.
- Student loan repayment options.
- Tuition reimbursement.
- Flexible work environments.
- Healthcare coverage, including health, vision, and dental.
- Insurance coverage, including short- and long-term disability.
- Paid time off.
- 401(k) retirement plan with an employer match of up to 5%, plus an additional 4.5% employer contribution regardless of employee contributions.
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