Voice of the Customer (VoC) Strategist

Benefits

Additional Information

Job Posting End Date: June 14 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: This position is available in either Portland, Maine, or Chattanooga, Tennessee. The Voice of Customer (VoC) Strategist supporting Value Streams ensures customer insights are embedded at the center of how the organization designs, delivers, and continuously improves experiences. This role establishes the framework for measuring and analyzing customer experience, translating qualitative and quantitative feedback into meaningful metrics, actionable insights, and strategic recommendations that influence priorities and investment decisions. Partnering closely with product, experience design, and business leaders, the VoC Strategist helps shape experience design, define MVP scope, inform roadmap sequencing, and drive ongoing performance management. By aligning decision-making with customer needs and enterprise customer experience standards, this role ensures the organization delivers experiences that are both customer-centered and strategically impactful. Job Specifications Bachelor's or Master's Degree in Business, Market Research, Service Design, Marketing or a related field. 7+ years of experience in customer experience, customer success, or related roles. Strong qualitative and quantitative research expertise; able to translate findings into actionable recommendations. Expertise defining North Star/scorecard CX metrics, including leading and lagging indicators. Experience implementing VoC programs in large, complex organizations, including cross-functional stakeholder engagement. Familiarity with enterprise VoC tooling and measurement practices (examples include Qualtrics or Medallia). Clearly communicates with customers and internal stakeholders (verbal, written, and presentations) and drives alignment. Demonstrates empathy and emotional intelligence to understand stakeholder needs and build trust. Proven experience analyzing customer data and feedback to identify trends, root causes, and improvement opportunities, and recommends solutions. Able to lead cross-functional teams and foster a customer-centric culture across departments. Comfortable navigating changing customer expectations, market dynamics, and emerging technologies. Principal Duties and Responsibilities Define and operationalize clear customer experience (CX) metrics, including success measures, baselines, and targets, to track progress and inform business decisions Design and lead end‑to‑end customer research using qualitative and quantitative methods such as surveys, interviews, and behavioral data analysis Translate customer insights into clear, evidence‑based recommendations that inform experience improvements, process changes, product scope, and prioritization Build closed‑loop feedback processes that ensure customer input drives issue resolution, product iteration, and performance tracking Monitor CX trends, identify root causes of changes in customer metrics, and provide insights to inform roadmap planning and ongoing experience optimization Responsible for the development of presentation documents for company and enterprise leadership. #LI-TO1 #LI-MULTI ~IN4 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. Unum is an equal opportunity employer, considering all qualified applicants and employees for hiring, placem