Senior CX Manager

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.
  
  

#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