{"id":2233112,"url":"https://alion.io/job/unum-group-customer-experience-manager","title":"Customer Experience Manager","company":{"id":15383,"name":"Unum Group","domain":"unumgroup.com","url":"https://alion.io/company/unumnews","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"A","score":91,"open_postings":7,"ghost_share":0,"stale_share":0.571,"repost_share":0,"time_to_fill_p50_days":16,"computed_at":"2026-10-14T06:34:16Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":"senior","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Chattanooga, United States","Portland, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":67000,"max_usd":146000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":639},"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"SAS","optional":false},{"name":"SPSS","optional":false},{"name":"SQL","optional":false},{"name":"Tableau","optional":false},{"name":"Teradata","optional":false}],"status":"live","first_seen_at":"2026-10-10T23:01:11Z","employer_posted_date":"2026-10-10","last_verified_at":"2026-10-14T08:52:40Z","board_verified":true,"closed_at":null,"days_open":3,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":3},"description":"When you join the team at Unum, you become part of an organization committed to helping you thrive.\nHere, 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:\nAward-winning culture\n\nInclusion and diversity as a priority\n\nPerformance Based Incentive Plans\n\nCompetitive benefits package that includes: Health, Vision, Dental, Short & Long-Term Disability\n\nGenerous PTO (including paid time to volunteer!)\n\nUp to 9.5% 401(k) employer contribution\n\nMental health support\n\nCareer advancement opportunities\n\nStudent loan repayment options\n\nTuition reimbursement\n\nFlexible work environments\n\n*All the benefits listed above are subject to the terms of their individual Plans.\nAnd that’s just the beginning…\nWith 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!\nGeneral Summary:\nUnum’s Customer Experience (CX) Manager leads the measurement and insights strategy, driving customer-centric decisions through analytics, research, and actionable recommendations. Partners with business, operational, and digital transformation leaders to improve customer experiences, influence product and service strategies, and implement data-driven solutions. Serves as a CX thought leader, ensuring best practices in customer feedback, survey design, and continuous improvement while effectively communicating insights and recommendations to stakeholders across the organization.Principal Duties and Responsibilities\nLead the design, execution, and management of Customer Experience (CX) research initiatives that inform strategic, operational, and marketing decisions, with an emphasis on customer satisfaction and performance measurement.\nConduct qualitative and quantitative research, translating findings into actionable insights and business recommendations.\nMaintain expertise in CX, market research, UX methodologies, analytics, survey platforms, and strategic planning practices.\nPerform advanced customer experience analyses to identify trends, root causes, and key experience drivers, uncovering opportunities to improve customer outcomes and organizational performance.\nProvide leadership in evaluating and optimizing customer-facing processes, technologies, and key journey touchpoints.\nChampion a customer-centric approach, leveraging customer insights to influence business decisions and drive experience improvements.\nPartner with business leaders to align CX strategies with operational priorities, digital transformation initiatives, and enterprise objectives.\nDevelop and maintain broad knowledge of enterprise products, services, and customer interactions across the organization.\nLead the enterprise Closed-Loop Feedback (CLF) strategy for employee and claimant experiences, establishing governance, standards, performance metrics, and best practices to ensure customer feedback drives measurable action.\nCollaborate with operational leaders to design and implement service recovery frameworks, workflows, and accountability measures that improve responsiveness and customer outcomes.\nManage and enhance Qualtrics-based feedback programs, including workflow automation, case management, reporting, and scalable feedback processes.\nSynthesize customer feedback, operational data, and performance metrics into actionable insights, facilitating stakeholder reviews to prioritize opportunities, address root causes, and drive continuous improvement across the customer lifecycle.\nPerform additional duties and responsibilities as assigned.\nJob Specifications\nBachelor’s degree required (Masters a plus), preferably in Business, Marketing, Market Research, Economics, Statistics, or Psychology/Sociology.\n5-6+ years of experience delivering value to customers through research, problem solving, analytics, and/or digital assets, or equivalent relevant experience.\nDeep understanding of common CX metrics and measurement systems (NPS, CES, etc.); as well as the customer journey and behaviors & expectations to invest in technology.\nExperience delivering data and/or digital based solutions that have a direct impact on customer experience.\nProven experience completing advanced CX data analysis; familiarity with statistical modeling and analytic tools (SPSS, SAS, R, SQL/Teradata, Qualtrics, Tableau etc.) a plus.\nStrong business, financial and digital acumen.\nResults oriented with strong people, leadership and change management skills.\nStrong problem solving and critical thinking ability.\nExcellent time management and organizational skills to be able to balance multiple competing priorities.\nExperience executing on technical process oriented projects.\nDemonstrates strong focus on quality delivery and delighting customers; holds self to high standards of delivery.\nDemonstrates strong oral and written communication skills with ability to effectively present to varying levels of leadership including senior leaders.\nUnum 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.\nUnum 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.\nThe 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.\n$89,400.00-$183,500.00Additionally, 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.\nCompany:\nUnum","description_format":"text","description_chars":6867,"description_truncated":false,"requirements":{"experience_years_min":5,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[]},"benefits":["Flexible schedule","Retirement plans"],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"},{"name":"Maine","iso":null,"kind":"city"},{"name":"Louisiana","iso":null,"kind":"city"},{"name":"South Carolina","iso":null,"kind":"city"},{"name":"Tennessee","iso":null,"kind":"city"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Health Insurance & Benefits","Life Insurance & Annuities"],"lifecycle":[{"event":"open","at":"2026-10-10T23:01:11Z"}],"visa":[{"country":"US","licensed_sponsor":true,"evidence":"H-1B filings in 12 months: 27 · green card filings: 12","filings_12m":27,"filings_prev_12m":20,"green_card_filings_12m":12,"median_offered_wage_usd":134038,"route":null,"cap_exempt":false,"checked_at":"2026-10-03T21:08:04+00:00","sources":["US Department of Labor: LCA disclosure data (H-1B, H-1B1, E-3)","US Department of Labor: PERM disclosure data (green cards)"],"filings_for_role_12m":0}],"liveness":{"score":85,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.849,"p_room":1,"age_days":3,"expected_fill_days":16,"reasons":["conf:3","win:early"],"computed_at":"2026-10-14T06:34:16Z"},"pay":null,"html_url":"https://alion.io/job/unum-group-customer-experience-manager","json_url":"https://alion.io/job/unum-group-customer-experience-manager.json","meta":{"generated_at":"2026-10-14T12:12:58Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":14859,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-15T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":15383},"rest":"https://alion.io/mcp/rest/get_company?id=15383"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Funum-group-customer-experience-manager"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Funum-group-customer-experience-manager"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Funum-group-customer-experience-manager"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/unum-group-customer-experience-manager\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Funum-group-customer-experience-manager"}]}