AVP, Customer Experience Transformation

Job Posting End Date: March 01

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:
The leader will define and deliver the company's overall customer experience strategy. Including connecting customer insights and needs to differentiated offerings that generate profitable growth and retention. This leader facilitates a culture of ownership of customer experience excellence throughout our company. This role will leverage customer data, enabling technologies, test and learns and partnerships with stakeholders across Unum. Focus is to implement a customer experience (CX) measurement framework that include key business performance metrics, voice of the customer sentiment, and AI service recovery analysis to provide a holistic view of customer health and CSAT to persistency areas of impact.The incumbent will work closely with CXO senior leadership to set a CX strategy aligned with corporate strategy and Value Stream initiatives to drive business outcomes and behaviors through CX insights and recommendations.

Principal Duties and Responsibilities

• The leader will demonstrate deep expertise in areas including:
  • Continually evolving our ability to gather, understand and act upon customer insights, and on how those insights inform our investment decisions and our performance measures
  • Collaborate with and influence a wide range of stakeholders in a matrixed manner towards experience improvements that drive achievement of key metrics
  • Champion a culture of customer centricity and innovation for Unum Group and support governance and executive stakeholder management
  • Develop and support key customer personas that inform actionable experience investment decisions
  • Drive a deep curiosity for understanding the end-to-end customer experience to lead a team who supports practical and impactful customers solutions for the enterprise
  • Integrated leadership across multiple CX disciplines
• Oversee squad teams that are structured to support key business initiatives
• Implement CX measurement system for priority initiatives across the enterprise
• Lead efforts to identify and maintain the framework of key customer touchpoints throughout the journey lifecycle to collect voice of customer feedback across multiple channels
• Design and maintain CX measurement and insight standards across the enterprise, Establishes and measures progress against annual improvement goals for the enterprise to drive business solutions and improve customer experience
• Achieve CSAT Goals through analysis, reporting and actionable business insights
• Assure executive leadership understands customer expectations and insights, and champions the use of data to support decisions affecting the customer
• Develop and maintain an in-depth understanding of Unum's business operations, acts as a champion for disruptive changes and builds strong and effective partnership with business leaders
• Communicates the CX strategy across the organization, ensures understanding, and gains buy-in
• Facilitate senior leadership actions to improve and elevate capabilities in cultivating engaged customers consistently across the customer experience journeys
• Manage effectively a team of broad and diverse CX and Analytic skill set
• Lead a team across multiple campuses to execute and implement positive change in a complex environment based on the systematic, objective and effective application of market research principles and techniques.
• Embraces Our Values when running day-to-day operations of a team
• Uphold Unum's standards in leadership by managing the professional development of direct reports

Job Specifications

• BA/BS required, MBA preferred.
• 12+ years of progressive customer experience leadership
• Proven track record in a customer-facing solutions role; leading CX delivery to improve end-to-end performance and demonstrated results for ongoing enhancement of the customer experience
• Expertise in empowering marketing strategy and customer experience with data-driven and actionable insights to enable objective, informed decisions
• Expertise in agile delivery processes
• 5 plus year of leading a customer experience department with clear examples of project deliverables; including drivers that underpin profitable growth and retention
• Understands and can teach CX methods and tools (e.g. NPS, CES, closed-loop systems, moments of truth measurement and customer lifecycle management mapping).
• Experience leading cross-functional team discussions, including well-developed negotiation skills, and providing direction while not always having direct authority; influence actions and outcomes even without direct reporting control.
• Strong ability to combine an understanding of business capabilities, business processes and technology solutioning expertise; knowledge of current and CX emerging technologies a plus.
• Able to see the big picture, coupled with strong storytelling and communication skills (verbal and written presentation) to evangelize their vision at all levels.
• Quick and continuous learner, high tolerance to ambiguity, self-driven, professional who can push through organizational barriers.
• Has exceptional problem-solving skills, with a proven track record of building relationships and driving positive change in a complex environment.
• Frequent travel to Unum campuses is required.

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~IN1

Unum and Colonial Life are part of Unum Group, a Fortune 500 company and leading provider of employee benefits to companies worldwide. Headquartered in Chattanooga, TN, with international offices in Ireland, Poland and the UK, Unum also has significant operations in Portland, ME, and Baton Rouge, LA - plus over 35 US field offices. Colonial Life is headquartered in Columbia, SC, with over 40 field offices nationwide.

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.

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.
$133,500.00-$274,100.00

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 benefits are subject to the terms and conditions of individual Plans.

Company:
Unum