Manager, Customer Experience
March 22, 2022
For more than 75 years, Colonial Life & Accident Insurance Company has had one mission: to help America’s workers preserve and protect the vitally important things they work so hard to build.
Headquartered in Columbia, South Carolina, we offer a wide range of financial protection options, helping more than 3.7 million people in over 86,000 companies. In addition to our personal benefits counseling expertise, we’re a pioneer of payroll deduction and innovator of enrollment technology. Our end-to-end capabilities and commitment to going above and beyond enable us to provide unmatched customer service. With more than 10,000 sales representatives and more than 1,000 home office professionals, we’re here to help during life’s most challenging times.
This individual is a member of Unum’s Customer Experience Program with a mission to equip and rally Unum with actionable insights. The incumbent leads practitioners in developing and applying a consistent customer experience (CX) measurement system of critical touchpoints, and in the achievement of CX goals through analysis, reporting and actionable insights. This individual plays a lead role in upholding survey design best practices and leveraging Unum’s survey and analysis tools. Incumbent is accountable for providing and communicating VOC feedback throughout the organization through dashboards, reports, and presentations. Individual will utilize sound research practices and continuous improvement methodologies to lead, execute, and implement change. Incumbent will work closely with senior leadership and management stakeholders to prioritize and align CX improvement opportunities with strategic goals of the Company. Individual has joint ownership, along with senior leadership, for achievement of goals and objectives for assigned projects. This position requires extensive technical skills, analytical skills, and understanding of multiple business areas and functions, balanced with a clear ability to clearly and concisely communicate with management across all levels of the organization.
Principal Duties and Responsibilities
Responsible for designing, managing, and implementing CX research initiatives in support of strategic and marketing decisions, with a focus on customer satisfaction/performance monitoring.
Design, implement, and manage primary research projects to meet business objectives and information needs. Balance decision risks and research costs to ensure achievement of high payoff research projects.
Maintain technical expertise and knowledge of state-of-the-art marketing research, analysis, survey tools and strategic planning principles and techniques.
Deliver education and training that enables success of business leaders in achieving CX goals
Understands and can teach CX methods and tools (e.g. NPS, CES, closed-loop systems)
Completes advanced CX analysis with quantitative and qualitative data to understand trends, root causes and key drivers, illustrating opportunities to help the organization improve Customer Experience consistently and cohesively
Assures VOC feedback is available throughout the organization via dashboard design, reporting and presentations
Partner with business counterparts to understand and align CX strategy to operational goals
Develop and maintain in-depth knowledge of the Company’s products and services, Enterprise-wide.
May perform other duties as assigned
Must have 5+ years experience in a corporate or supplier Research organization. Insurance industry experiences a plus.
Bachelor’s degree required (Masters a plus), preferably in Business, Marketing, Market Research, Economics, Statistics, or Psychology/Sociology.
Strong customer bias the ability to think from the outside in. Willing to go the extra mile to get the job done for the customer (internal or external) in timely manner.
Deep understanding of common CX metrics and systems (NPS, CES, etc.)
Strong analytical and problem-solving ability. Innovative with ideas. Ability to quickly grasp both complex concepts and the implications of recommended actions.
Proven experience completing advanced CX data analysis; familiarity with statistical modeling and analytic tools (SPSS, SAS, R, SQL/Teradata, Qualtrics, etc.) a plus
Ability to effectively communicate, influence, and interact with all levels, including Senior Management. Excellent verbal and written communications skills required.
Ability to think and advise both strategically and tactically.
Proven ability to successfully manage and/or coordinate multiple, concurrent projects. Ability to prioritize and execute priorities accordingly.
Proven ability to function in a team and high performance environment. Must be a results-oriented, self-motivated and self-directed.
Ability to develop/train, and motivates stakeholders in pursuit of CX goals.
Some travel required.