Senior CX Manager

2 weeks ago

Kilkenny, Kilkenny, Ireland Unum Insurance Full time
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.

As a Senior CX Manager, you'll drive the design and execution of strategic customer experiences that reduce friction and deliver measurable impact. You'll lead cross-functional teams, synthesize insights from stakeholders, and facilitate journey mapping to prioritize and implement high-value initiatives.

In partnership with business and IT, you'll ensure seamless intake, prioritization, and delivery of complex CX programs. You'll use data-driven analysis to assess value realization, remove blockers, and maintain alignment across teams. With strong analytical and technical skills, you'll champion customer-first solutions and guide initiatives from concept to execution.

The Role

- Shape long-term CX strategy and support business development through data-driven insights and planning.

- Lead analysis of CX portfolio performance (Growth, Persistency, Efficiency) and present findings to senior leadership and the Board.

- Develop business cases for complex CX initiatives, assessing financial feasibility and strategic prioritization.

- Ensure agile practices are applied across teams, maintaining alignment and tracking experience portfolio metrics.

- Evaluate ROI of CX projects and ensure accountability for delivering expected outcomes.

- Partner with business leaders to guide functional planning and resolve risks or off-track items.

- Facilitate cross-team planning to manage dependencies and maintain visibility across initiatives.

- Lead capital planning and reporting in collaboration with finance and IT.

- Mentor junior team members and support transformation efforts across the organization.

- Act as a change agent, promoting customer-centric thinking and continuous improvement.

What you offer

- Bachelor's or Master's degree in Business, Marketing, Communications, or related field.

- 7+ years of experience in customer experience, customer success, or related roles.

- Expertise with CX platforms (Salesforce, Zendesk, Qualtrics, Medallia) and journey mapping tools (Miro, Visio).

- CX certification (e.g., CCXP) preferred.

- Proven success improving customer satisfaction and loyalty metrics.

- Strong cross-functional project leadership and stakeholder engagement skills.

- Deep understanding of UX/UI principles and product development lifecycle.

- Skilled in data visualization (Tableau, Power BI) and portfolio analysis.

- Exceptional communication, presentation, and negotiation skills.

- Ability to thrive in dynamic environments and lead large-scale initiatives.

- Knowledge of company products, services, systems, and infrastructure is a plus.

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.

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