CX Intervention Manager

Job Posting End Date: March 30When you join the team at Unum, you become part of an organization committed to helping you thrive.Here, we work to provide the employee benefits and service solutions that enable employees at our client companies to thrive throughout life’s moments. And this starts with ensuring that every one of our team members enjoys opportunities to succeed both professionally and personally. To enable this, we provide:• Award-winning culture• Inclusion and diversity as a priority• Performance Based Incentive Plans• Competitive benefits package that includes: Health, Vision, Dental, Short & Long-Term Disability• Generous PTO (including paid time to volunteer!)• Up to 9.5% 401(k) employer contribution• Mental health support• Career advancement opportunities• Student loan repayment options• Tuition reimbursement• Flexible work environments• All the benefits listed above are subject to the terms of their individual Plans.And that’s just the beginning…With 10,000 employees helping more than 39 million people worldwide, every role at Unum is meaningful and impacts the lives of our customers. Whether you’re directly supporting a growing family, or developing online tools to help navigate a difficult loss, customers are counting on the combined talents of our entire team. Help us help others, and join Team Unum today!General Summary:The CX Intervention Manager is responsible for leading cross-functional teams through the execution of strategically aligned customer interventions. This role requires a strong ability to synthesize insights from stakeholder interviews, facilitate customer journey and experience mapping workshops, and drive the prioritization and implementation of interventions that reduce friction in key strategic investments. The CX Intervention Manager ensures that interventions are actively managed and assessed for impact, fostering alignment between business and technical teams to enhance customer experience outcomes.The CX Intervention Manager is responsible for partnering across both business and technical teams to ensure successful execution and implementation of initiatives. The CX Intervention Manager should possess a combination of analytical and technical skills in order to drive initiatives to resolution.Principal Duties and ResponsibilitiesIn partnership with business and technical leaders, the CX Intervention Manager will support and/or drive execution of strategic interventions. They will analyze and support value realization through development of metrics-driven decisioning, facilitating communication between stakeholders (business and IT) to help remove impediments and identify dependencies and reporting on the status of interventions.• Support the evaluation of strategy choices and long-term impacts, including support for business development activities• Lead the aggregation and analysis of CX portfolio data (Focused on Growth, Persistency, and Efficiency) and develop presentation materials for senior leadership to help facilitate strategic planning discussions and drive decision making.• Partner with business leaders to help shape functional area business plans and report on the status of plans, in order to identify and help resolve off track items or risks to the plan.• Contributes to the development of presentation documents for company and enterprise leadership, including Board of Directors meetings, to communicate Unum plan and results• Engages with business and IT leaders to develop business cases for interventions, including leading the creation of metrics-driven assessments, to determine financial feasibility and prioritization.• Encourage adherence to and application of agile frameworks, promoting communication and collaboration across large enterprises and utilizing tools to track and report results and metrics for the intervention portfolio.• Collaborates with business and IT partners to maintain strategic alignment and evaluate prioritization of intervention backlog.• Evaluate return on investment for implemented or completed projects and help ensure accountability for realizing or achieving expected benefits.• Facilitate cross-team planning to ensure dependencies are met and maintain line of sight.• May support capital planning and reporting, partnering across planning and finance and IT functions to ensure appropriate documentation.• Train and mentor less experienced team members.• Support transformation initiatives including communication and coordination, as necessary.• Promote the benefits of change and act as a catalyst for change across the corporation.Job Specifications• Bachelor’s degree required, 5+ years project management and/or agile (lean) certification strongly preferred.• Knowledge of project management methodology and a broad understanding/awareness of other methodologies a plus.• Experience with product development lifecycle a plus.• Strong oral, written communication and presentation ability.• Experience coordinating cross-team efforts a plus.• Strong analytical skills• Ability to work effectively in a dynamic, rapidly changing business and technical environment.• Strong negotiation skills.• Strong ability to influence.• Knowledge of the company’s sales, marketing, and analytics preferred.• Knowledge of the company’s products, services, and businesses preferred.• Knowledge of the company’s systems and infrastructure a plus.#LI-KL1IN1Unum and Colonial Life are part of Unum Group, a Fortune 500 company and leading provider of employee benefits to companies worldwide. Headquartered in Chattanooga, TN, with international offices in Ireland, Poland and the UK, Unum also has significant operations in Portland, ME, and Baton Rouge, LA - plus over 35 US field offices. Colonial Life is headquartered in Columbia, SC, with over 40 field offices nationwide.The base salary range for applicants for this position is listed below. Unless actual salary is indicated above in the job description, actual pay will be based on skill, geographical location and experience.$63,500.00-$120,000.00Additionally, Unum offers a portfolio of benefits and rewards that are competitive and comprehensive including healthcare benefits (health, vision, dental), insurance benefits (short & long-term disability), performance-based incentive plans, paid time off, and a 401(k) retirement plan with an employer match up to 5% and an additional 4.5% contribution whether you contribute to the plan or not. All benefits are subject to the terms and conditions of individual Plans.Company:Unum