Customer Experience Manager

Unum UK

. Lead the design, execution, and management of Customer Experience research initiatives .

Posted 10/10/2026full-timeUnited StatesMid-LevelSenior💰 $89,400 - $183,500 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in Customer Experience research, utilizing qualitative and quantitative methods to derive actionable insights and influence business strategies. Proficient in managing feedback programs and optimizing customer-facing processes to enhance overall customer satisfaction.

Highest-signal resume keywords

Customer Experience ResearchAdvanced CX Data AnalysisQualtrics Feedback ManagementStatistical ModelingNPS and CES Metrics

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Data AnalysisCustomer Journey MappingProcess OptimizationDigital TransformationFeedback Program Management

Soft Skills

LeadershipProblem-SolvingCritical ThinkingTime ManagementOrganizational Skills

Tools & Technologies

QualtricsSPSSSASRSQLTableau

Industry Keywords

Customer ExperienceDigital AssetsService-Recovery FrameworksPerformance MetricsGovernance Standards

Tech Stack

Tools & technologies

SQLTableau

About the role

Key responsibilities & impact

Lead the design, execution, and management of Customer Experience research initiatives
Conduct qualitative and quantitative research and translate findings into actionable insights and business recommendations
Perform advanced customer-experience analyses to identify trends, root causes, and experience drivers
Evaluate and optimize customer-facing processes, technologies, and journey touchpoints
Use customer insights to influence business decisions and drive experience improvements
Partner with business leaders to align CX strategies with operational priorities, digital transformation initiatives, and enterprise objectives
Develop and maintain knowledge of enterprise products, services, and customer interactions
Lead the enterprise Closed-Loop Feedback strategy for employee and claimant experiences
Establish governance, standards, performance metrics, and best practices for customer feedback
Collaborate with operational leaders to design and implement service-recovery frameworks, workflows, and accountability measures
Manage and enhance Qualtrics-based feedback programs, including workflow automation, case management, reporting, and scalable feedback processes
Synthesize customer feedback, operational data, and performance metrics into actionable insights
Facilitate stakeholder reviews to prioritize opportunities, address root causes, and drive continuous improvement across the customer lifecycle
Perform additional duties and responsibilities as assigned

Requirements

What you’ll need

Bachelor’s degree required, preferably in Business, Marketing, Market Research, Economics, Statistics, or Psychology/Sociology
5-6+ years of experience delivering value to customers through research, problem solving, analytics, and/or digital assets, or equivalent relevant experience
Deep understanding of common CX metrics and measurement systems, including NPS and CES
Understanding of customer journeys, behaviors, and expectations related to technology investment
Experience delivering data- and/or digital-based solutions with direct customer-experience impact
Proven experience completing advanced CX data analysis
Familiarity with statistical modeling and analytic 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 ability
Excellent time-management and organizational skills
Experience executing technical, process-oriented projects
Strong focus on quality delivery and customer satisfaction
Strong oral and written communication skills, including presenting to varying levels of leadership and senior leaders

Benefits

Comp & perks

Award-winning culture
Inclusion and diversity as a priority
Performance Based Incentive Plans
Competitive benefits package including 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
Healthcare benefits including health, vision, and dental
Insurance benefits including short- and long-term disability
Paid time off
401(k) retirement plan with employer match up to 5% and an additional 4.5% contribution whether you contribute or not