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Unum UK
Unum UK
501 – 1.000 Angajați
Alimente și băuturiAsistență medicalăConsultanță
Unum UK oferă beneficii pentru angajați menite să susțină protecția financiară și bunăstarea la locul de muncă. Oferta include protecție colectivă a veniturilor, asigurare de viață de grup, acoperire pentru boli grave, asigurare dentară și asigurare oftalmologică, precum și servicii de sănătate și bunăstare. Unum UK operează în Regatul Unit ca parte a unei companii prezente în SUA și Polonia și oferă servicii angajatorilor și angajaților acestora. Activitatea sa cuprinde asigurările și sănătatea angajaților, iar echipele se concentrează pe furnizarea și susținerea acestor beneficii.
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Locurile de muncă ale companiei

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.

USStatele Unite ale AmericiiMEMaineTNTennessee
89.400 $ – 183.500 $ / an
La sediuNormă întreagăNivel mediuSeniorLimbă Obligatorie: englezăAsistență clienți
SQLTableau

Descriere

  • 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.

Cerințe

  • 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.

Beneficii

  • 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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