AVP, Digital Client Experience

Unum | Portland, ME

Posted Date 5/28/2018
Description Job Posting End Date: 06/24

Unum is a company of people serving people. As one of the world's leading employee benefits providers and a Fortune 500 company, Unum's financial protection benefits help protect more than 33 million working people and their families from the financial impact of illness or injury. Unum's three distinct, but similarly focused US businesses – Unum US, Colonial Life, and Starmount Life – are each a market leader in making disability, life, accident, critical illness, dental, and vision insurance accessible in the workplace.

Headquartered in Chattanooga, Tennessee, Unum has significant US operations in Portland, Maine, Worcester, Massachusetts, and Glendale, California with over 35 field offices nationwide. Colonial Life is headquartered in Columbia, South Carolina with over 40 field offices nationwide. Starmount Life is based in Baton Rouge, Louisiana, and is the dental and vision center of excellence for Unum in the US.

General Summary:

Creating a superior client experience is critical to achieving key elements of the UUS business strategy. Ensuring a positive client experience helps build client loyalty. Loyal clients purchase additional products, stay longer and will refer us to other potential clients. The incumbent will have ownership for driving strategy, implementation, adoption, success metrics, etc. associated with the following client experience business initiatives:

•Digital Client Experience
•Web Self Service Business Owner – Client Applications

The above business initiatives are designed to improve the client experience and drive operating expense savings. The role has the responsibility for working with key partners (Global Services, Benefits, NCG, etc.) to maximize the business impact from the above initiatives.

Principal Duties and Responsibilities

  • Owns the client self service product vision and works closely with IT, key stakeholders, such as end users, customers, and the impacted business areas, to cultivate and nurture a community around the product.
  • Business leader for the current customer platform (iServices) and accountable for working with IT partners to identify opportunity to enhance usability as well as build new capabilities to improve client experience.
  • Determine the most critical requirements from our clients perspective and develop self-serve solutions that meet their needs and expectations.
  • Responsible for developing the implementation road map and deployment schedule focused on improving customer satisfaction and delivering productivity benefits (e.g. reducing call center traffic).
  • Responsible for seamlessly blending self-help with Unum employee assisted help.
  • Drive and monitor client adoption.

Job Specifications

  • Requires Bachelor’s degree; MBA or advanced degree preferred.
  • Product/Business experience of 10+ years required.
  • Salesforce administration experience preferred.
  • Demonstrated strong strategic and critical thinking skills.
  • Demonstrates strong leadership skills, including the ability to effectively partner, problem solve and influence others across a matrix organization.
  • Proven ability to execute across a variety of platforms and constituents to achieve strong measurable results.
  • Strong understanding of the external market, both from a competitor and consumer point of view.
  • Proficient in cultivating a strong personal internal and external network.
  • Demonstrates strong change leadership skills.
  • Ability to create a business case and effectively communicate to all levels within the organization to inform, enable decision making and inspire work teams.



Unum and its family of businesses offer world-class training and development, generous compensation and benefits packages, and a culture built on employee ideas.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.

Geographic Region
Greater Portland/Casco Bay

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AddressPortland, ME