Senior Analyst, Customer Experience

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

• Must have 3+ years experience in a corporate or supplier Research organization. Insurance industry experiences a plus.
• BA or BS required or equivalent / relevant work experience. Market research certification or equivalent a plus.
• Common understanding of common CX metrics and systems (NPS, CES, etc.)
• 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.
• Some experience with experimental design, survey development, statistical analysis, reporting research results, and/or utilization of statistical software (SPSS, SAS, R, SQL/Teradata, Qualtrics, etc.).
• Technical expertise with survey tools 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 required.
• Demonstrates superior project management skills and ability to manage multiple / concurrent projects.
• Must be a results-oriented and self-motivated.
• Excellent Word, Excel and PowerPoint skills
• Must have a strong focus on detail and precision.

• Assist 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.
• Lead research process, including questionnaire development, sample design and acquisition, analysis, and reporting, ensuring best practices are applied.
• Develop technical expertise and knowledge of state-of-the-art marketing research, analysis, survey tools and strategic planning principles and techniques.
• Complete data analytics focused on actionable insights, 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.
• Guide stakeholders in interpretation and application of 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.
• 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.
• Lead ad hoc internal requests for detailed or segment-based results analysis.
• May perform other duties as assigned.