What are the responsibilities and job description for the Customer Experience Analyst- Hybrid position at Unum?
When 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 Customer Experience Analyst works within the Customer Experience Insights Team with a mission to equip and rally Unum with actionable insights. This role is focused on research execution, trend reporting, and analysis to inform business leaders of the health of our brand and customer experience, while helping provide actionable insights and guidance on ways to improve overall satisfaction and key performance indicators to decision-makers across the organization.
This professional position is a key contributor in Unum’s new Customer Experience Organization, holds assigned accountabilities for assisted project management and continues to increase exposure to all of the company’s operational areas while helping turn CX insights into action. This is a Hybrid opportunity requiring 2 days per week on campus.
Job Specifications
BA or BS required or equivalent / relevant work experience. Market research certification or equivalent a plus.
Background and experience in utilizing social sciences, marketing principles, statistics and continuous improvement methodologies as required.
Ability to draw trends and correlations between multiple data sets.
Experience with experimental design, survey development, statistical analysis, reporting research results, and utilization of statistical software (SPSS, SAS, R, SQL / Teradata, Qualtrics, etc.) a plus
Experience with statistical modeling a plus
Highly inquisitive, curious, open-minded, and team-oriented; innate sense of building connections with data and interrelationships across business operations and principles
Excellent listening, written, and verbal skills from project design through presentation
Demonstrates superior project management skills
Excellent Word, Excel and PowerPoint skills
Must have a strong focus on detail and precision
Principal Duties and Responsibilities
Assists in improving the customer experience by gathering customer insights, analyzing data, mining information across all customer touchpoints and channels and translating it into actionable activities
Synthesizes data and analytics and provides summary interpretation of what it means and how the data helps drive the brand promise
Prepare and deliver research results reports and presentations that include analysis, insights and recommendations
Ensures stakeholders understand how to interpret and apply VOC data
Develop research plan design documents for internal business colleagues to align all stakeholders’ expectations
Assist department colleagues in the coordination and implementation of primary and secondary research projects to meet business objectives and support corporate information needs
Efficiently manage critical components of the research process, including questionnaire development, sample design and acquisition, analysis, and reporting
Screen and recruit participants for qualitative research activities; demonstrate competence in qualitative interviewing practices
Conduct rigorous examination of sample lists for quality control in preparation for surveys
Assist with ad hoc internal requests for detailed or segment-based results analysis
May perform other duties as assigned
LI-AS3
LI-MULTI
LI-Hybrid
Unum 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.
45,600.00-$86,200.00
Additionally, 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
Unum is an equal opportunity employer, considering all qualified applicants and employees for hiring, placement, and advancement, without regard to a person's race, color, religion, national origin, age, genetic information, military status, gender, sexual orientation, gender identity or expression, disability, or protected veteran status.
Salary : $45,600 - $86,200
