Director of CX

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.

A senior CX leader responsible for shaping, designing, and delivering end‑to‑end customer experiences within a Value Stream. The role drives customer‑led strategy, embeds CX into planning and execution, and ensures digital and operational experiences deliver measurable customer and business outcomes.

The Role

• A senior customer experience leader embedded in a Value Stream, accountable for defining and delivering cohesive, end‑to‑end experiences.
• Leads experience strategy, service design, and the creation of intentional customer journeys across digital and operational touchpoints.
• Partners with cross‑functional and senior leaders to shape the experience ambition, influence priorities, and co‑own customer and business outcomes.
• Establishes CX measurement and insight approaches, translating findings into experience intent, design direction, and actionable improvements.
• Acts as the orchestrator across journeys, ensuring alignment and seamless delivery of customer outcomes.
• Builds CX capability within teams and fosters a customer‑obsessed culture.

What you offer

• Strong expertise in experience strategy, service design, and customer journey orchestration.
• High analytical capability with fluency in data, insights, and digital tools.
• Ability to influence senior stakeholders and communicate experience trade‑offs, recommendations, and impact clearly.
• Track record of embedding CX into delivery from strategy through execution, not just post‑assessment.
• Proven ability to convert insights into actionable experience improvements across digital and operational environments.
• Leadership qualities that build capability, inspire teams, and cultivate a customer‑first mindset across the Value Stream.

#ijadv

#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