Senior CX Manager
Unum IrelandIreland13 hours ago
Full-timeRemote FriendlyOther
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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
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
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.
- 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.
Company
Unum
Key Skills
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