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Do you have the right skills and experience for this role Read on to find out, and make your application.
**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.We’re seeking a strategic CX Manager to lead cross-functional teams in designing and delivering customer journeys that drive satisfaction, loyalty, and advocacy.
You’ll turn insights into action—facilitating journey mapping workshops, prioritizing high-impact initiatives, and aligning business and technical teams to execute seamless experiences.
With strong analytical and technical skills, you’ll ensure every CX intervention is measured, optimized, and delivers real value.###
**The Role
*** Lead and support the execution of strategic customer experience initiatives in partnership with business and IT leaders.
* Analyze customer feedback and performance data to drive metrics-based decision-making and continuous improvement.
* Facilitate journey mapping workshops and cross-functional planning to identify dependencies and remove blockers.
* Develop and present CX dashboards, KPIs, and insights to senior leadership.
* Collaborate across product, support, operations, and IT to implement customer-centric process enhancements.
* Promote a consistent, aligned CX strategy across the organization.
* Partner with CX leadership to highlight customer success stories and build advocacy programs.
* Support service teams in improving response times and elevating customer support standards.
* Champion a customer-first mindset through training and transformation initiatives.
* Lead CX portfolio analysis and strategic planning presentations focused on growth, retention, and efficiency.
* Build business cases for CX investments using financial and impact assessments.
* Encourage agile practices and maintain alignment across experience backlogs.
* Mentor junior team members and foster a culture of collaboration and change.###
**What you offer
*** Bachelor’s degree in Business, Marketing, Communications, Design, or related field.
* 5+ years of experience in customer experience, analytics, or process/technology delivery.
* Proficiency with CX platforms (e.g., Salesforce, Zendesk, Qualtrics, Medallia) and journey mapping tools (e.g., Miro, Vision).
* CX or UX certification (e.g., CCXP) preferred.
* Proven success improving customer satisfaction and loyalty metrics.
* Strong cross-functional project management and stakeholder engagement skills.
* Understanding of UX/UI principles and data visualization tools (e.g., Tableau).
* Skilled in qualitative and quantitative research with actionable outcomes.
* Excellent communication and presentation skills, especially with senior stakeholders.
* Team-oriented, quality-driven, and customer-obsessed.
* Familiarity with Unum’s customer journey is a plus.#LI-SF1
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**#Hybrid
**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# At Unum Group, we’re a Fortune 500 company and leading international provider of workplace benefits and services, helping workers and their families thrive for more than 175 years.# Through our Unum and Colonial Life brands, our company offers disability, life, accident, critical illness, dental and vision insurance; leave and absence management support; and behavioral health services.# Our 10,000+ employees work across operations in the US, UK and Poland, as well as our dedicated Technology Centre in Ireland. xcfaprz # Unum Group is committed to working with and providing reasonable accommodations for any applicant with a disability.
If you are disabled and need a reasonable accommodation to participate in the application or hiring process, please contact us by submitting a request .
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Sprachkenntnisse
- English
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