▷ Apply Now: CX Manager

CX Manager page is loaded## CX Managerlocations: Carlow, Carlow, IREtime type: Full timeposted on: Posted Todaytime left to apply: End Date: October 18, 2025 (30+ days left to apply)job requisition id: 833276**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**#LI-Hybrid**#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.# 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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