Senior Customer Experience Manager

Unum UK

. Evaluate strategy choices and long-term impacts, including supporting business development activities .

Posted 9/15/2026full-timePortland • Maine • United StatesSenior💰 $75,500 - $142,700 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in customer experience strategy, data analysis, and cross-functional project management, with a strong focus on improving customer satisfaction and loyalty metrics. Proficient in developing metrics-driven business cases and facilitating communication across teams to support transformation initiatives.

Highest-signal resume keywords

Customer Experience ManagementCross-Functional Project ManagementCX Platform ExperienceData Analysis and ReportingChange Management

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer Experience StrategyData AnalysisProject ManagementJourney MappingUX/UI PrinciplesMetrics DevelopmentBusiness Case DevelopmentReturn on Investment EvaluationAgile FrameworksPortfolio Management

Soft Skills

CommunicationCollaborationMentoringNegotiationPresentation Skills

Tools & Technologies

SalesforceZendeskQualtricsMedalliaTableauPower BIMiroVisio

Certifications & Qualifications

CCXP

Industry Keywords

Customer SuccessBusiness DevelopmentTransformation InitiativesStrategic AlignmentCapital Planning

Tech Stack

Tools & technologies

Tableau

About the role

Key responsibilities & impact

Evaluate strategy choices and long-term impacts, including supporting business development activities
Aggregate and analyze CX portfolio data focused on growth, persistency, and efficiency
Develop presentation materials for senior leadership and Board of Directors meetings
Partner with business leaders on complex functional-area business plans and report plan status, risks, and off-track items
Engage business and IT leaders to develop metrics-driven business cases for complex experiences
Promote agile frameworks, communication, collaboration, and tracking of experience portfolio results and metrics
Maintain strategic alignment and evaluate prioritization of complex experience backlogs
Evaluate return on investment for completed or implemented projects and support benefit realization accountability
Facilitate cross-team planning and manage dependencies
Support capital planning and reporting across planning, finance, and IT
Train and mentor less experienced team members
Support transformation initiatives through communication and coordination
Promote change and act as a catalyst for change across the corporation

Requirements

What you’ll need

Bachelor’s or Master’s Degree in Business, Marketing, Communications, or a related field
7+ years of experience in customer experience, customer success, or related roles
Experience with CX platforms such as Salesforce, Zendesk, Qualtrics, or Medallia
Certifications in Customer Experience (e.g., CCXP) or related disciplines
Proven track record of improving customer satisfaction and loyalty metrics
Experience in cross-functional project management and leading CX initiatives
Understanding of UX/UI principles and their impact on customer journeys
Familiarity with Tableau or Power BI
Experience with journey mapping tools such as Miro or Visio
Understanding of and experience with product development lifecycle
Superior oral, written communication, and presentation ability
Advanced experience coordinating large-scale cross-team business and IT efforts
Proven ability to analyze and communicate portfolio data and status
Ability to work effectively in a dynamic, rapidly changing business and technical environment
Ability to negotiate effectively with business and IT partners on requirements and timeframes for large initiatives
Superior ability to rally support among peers and work effectively within challenging situations

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 additional 4.5% contribution whether or not you contribute