CX Manager 9/13/2025 A

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.

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

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