Director, Customer Experience at Unum Group · Carlow

Director, Customer Experience Location: Carlow, Carlow, IRE Our Story Unum Technology Centre in Carlow serves as a strategic software development and IT services centre supporting Unum, a leading provider of income protection in the US. Our team of IT professionals build solutions and critical business applications to digitally transform the way we do business. This individual is a leader in Unum’s Customer Experience (CX) Program with a mission to equip and rally Unum with actionable CX insights. The incumbent is accountable for working closely with senior leadership and key management stakeholders to influence operational processes and strategic digital based solutions in order to achieve a superior experience for the customer. Specific projects include the implementation of a customer experience (CX) measurement system for priority initiatives, achievement CX goals through analysis, reporting, and actionable insights, and creation of a CX-obsessed culture to drive operational excellence. The incumbent will work closely with leadership of operational and digital transformation teams to align business opportunities with strategic CX goals of the company and support delivery on those opportunities via targeted analysis, data-driven recommendations and capability strengthening. This individual is expected to lead, execute, and implement change and shares ownership with senior leadership for achieving goals and objectives for these projects. This role requires extensive analytical and technology skills, and understanding of multiple business areas and digital tools, balanced with ability to clearly and concisely communicate with management across all levels of the organization Principal Duties and Responsibilities Implement CX measurement system for priority initiatives across the enterprise Facilitate and maintain the framework of key customer touchpoints throughout the lifecycle to collect voice of customer feedback across multiple channels Design and maintain CX measurement and reporting standards across the enterprise; apply survey design best practices Measure progress against annual improvement goals for the enterprise Achieve CSAT Goals through analysis, reporting and delivering actionable insights Drive cross-functional analysis across the organization to elevate understanding, illustrate opportunities and help the organization improve Customer Experience consistently and cohesively. Play a key leadership role in technology and process assessment of key customer touchpoints Apply advanced quantitative and qualitative analytics to identify key drivers to achieve CX goals, leveraging analytic tools such as SPSS, SAS, R, SQL/Teradata, and Qualtrics Measure results to determine if efforts are driving desired outcomes consistent with CX goals, and support the evolution of the business model to drive optimal experiences. Constantly operate with a customer centric mindset, identify and analyze the most important components of customer engagement that can help drive business solutions and improve customer experience. Drive outcomes that will improve customer experience and operational readiness for digital solutions. Assure senior leadership and stakeholders understand customer expectations and insights, and promotes the use of data to support decisions affecting the customer Create a CX-obsessed culture Communicate the CX strategy across the organization, ensures understanding, and gains buy-in Facilitate problem solving with operational and digital transformation leaders, participating as a continuous improvement and CX SME Embed with operational leaders and conduct targeted coaching to drive importance of CX Perform other related duties as assigned. Job Specifications BA/BS required, MBA preferred. 8+ 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 (NPS, CES, etc.); as well as the customer journey and behaviors & expectations to invest in technology Proven experience delivering business results by driving operational change, through growing a CX culture with stakeholder management, & building buy-in with strong communication Excellent problem solving, communication and critical thinking ability with strong understanding of Agile methods Experience delivering data and/or digital based solutions that have a direct impact on customer experience. Fundamental understanding of various research techniques and data analytics; including strong skills in conducting and analyzing quantitative research Proven experience with statistical modeling leveraging industry tools (SPSS, SAS, R, SQL/Teradata, Qualtrics, Tableau etc.) to complete advanced driver analysis. Turn data into action -Proactively identify and advocate for areas of opportunity Through Synthesis of detailed analysis and research into strategic insights and practical recommendations. Ability to influence mid-level to senior management through personal interactions as well as the creation and delivery of presentations. Comfortable asking tough questions – challenging mid-level to senior management throughout the transformation process Proven results focusing on quality delivery and delighting customers; holds self to high standards of delivery Collaborative team player; able to work effectively within a team and more broadly with people from a variety of backgrounds and areas across the organization. Superior consulting and advisory skills; ability to think conceptually, handle ambiguity, solve complex problems, and make thoughtful recommendations. What We Offer Our size and successful history in Carlow means we can offer you exceptional development and progression, supported by continual learning programs, IT Certifications & third level tuition reimbursement. We offer work-life-balance with flexible working arrangements (including hybrid) and initiatives in support of your well-being. Our attractive range of benefits and reward initiatives includes competitive compensation, 25 days annual leave, paid health insurance, pension scheme, annual performance-based bonus, paid maternity/paternity/adoptive leave, reward programs, and an opportunity to engage with charity and community activities. Company: Unum