**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. We’re seeking a strategic CX Manager to lead cross-functional teams in designing and delivering customer journeys that drive satisfaction, loyalty, and advocacy. You’ll turn insights into action—facilitating journey mapping workshops, prioritizing high-impact initiatives, and aligning business and technical teams to execute seamless experiences. With strong analytical and technical skills, you’ll ensure every CX intervention is measured, optimized, and delivers real value. **The Role** + Lead and support the execution of strategic customer experience initiatives in partnership with business and IT leaders. + Analyze customer feedback and performance data to drive metrics-based decision-making and continuous improvement. + Facilitate journey mapping workshops and cross-functional planning to identify dependencies and remove blockers. + Develop and present CX dashboards, KPIs, and insights to senior leadership. + Collaborate across product, support, operations, and IT to implement customer-centric process enhancements. + Promote a consistent, aligned CX strategy across the organization. + Partner with CX leadership to highlight customer success stories and build advocacy programs. + Support service teams in improving response times and elevating customer support standards. + Champion a customer-first mindset through training and transformation initiatives. + Lead CX portfolio analysis and strategic planning presentations focused on growth, retention, and efficiency. + Build business cases for CX investments using financial and impact assessments. + Encourage agile practices and maintain alignment across experience backlogs. + Mentor junior team members and foster a culture of collaboration and change. **What you offer** + Bachelor’s degree in Business, Marketing, Communications, Design, or related field. + 5+ years of experience in customer experience, analytics, or process/technology delivery. + Proficiency with CX platforms (e.g., Salesforce, Zendesk, Qualtrics, Medallia) and journey mapping tools (e.g., Miro, Vision). + CX or UX certification (e.g., CCXP) preferred. + Proven success improving customer satisfaction and loyalty metrics. + Strong cross-functional project management and stakeholder engagement skills. + Understanding of UX/UI principles and data visualization tools (e.g., Tableau). + Skilled in qualitative and quantitative research with actionable outcomes. + Excellent communication and presentation skills, especially with senior stakeholders. + Team-oriented, quality-driven, and customer-obsessed. + Familiarity with Unum’s customer journey is a plus. \#LI-SF1 **\#LI-Hybrid** \#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