AVP, Customer Experience Capabilities and Operations

AVP, CX Capabilities And Operations Enablement

The AVP, CX Capabilities and Operations Enablement leads the strategic direction, integration, and optimization of marketing and customer experience platforms within the CX organization. This embedded CXO role is responsible for advancing the CX technology stack including digital properties, marketing automation, CMS platforms, CRM integrations, and AI-enabled capabilities in alignment with enterprise architecture and governance. The AVP ensures CX tools are fully integrated, data and insight-enabled, purpose-built in support of business goals, consumable across the enterprise, and optimized for customer impact. This role partners closely across marketing, analytics, IT, and sales enablement teams to ensure seamless tool alignment and avoid duplication of enterprise functions. This leader oversees the CX process managing a business-adapted methodology to accelerate delivery, adoption, and continuous improvement.

Key responsibilities include :

• Develop a multi-year roadmap for CX technologies aligned to marketing goals and enterprise strategy
• Evaluate emerging tools (AI, personalization engines, CRM / CMS innovations) for relevance and scalability
• Ensure CX technology initiatives complement, not replicate, enterprise IT infrastructure
• Own governance and strategy for CX-managed platforms (websites, microsites, portals, CMS, marketing automation)
• Ensure seamless data flow and integration across CRM, CMS, marketing automation, and analytics platforms
• Maintain scalability, interoperability, and data quality across the CX stack
• Partner with CX and design teams to deliver customer-centric digital experiences
• Ensure platforms support personalization, omnichannel orchestration, and self-service capabilities
• Enable measurement and optimization of user experience through analytics and feedback loops
• Guide responsible adoption of AI / ML for personalization, content generation, and automation
• In partnership with CX Analytics, support CX tech stack data capture, enrichment, and governance to support market activations and advanced analytics
• Ensure brand, ethical, and regulatory aligned use of AI technologies
• Coordinate with Sales Enablement teams to align CX tools with CRM and other platforms
• Support consistent messaging, asset access, and performance tracking across marketing and sales workflows
• Clarify tool boundaries to ensure alignment without duplication of sales or IT responsibilities
• Define usage standards, training protocols, and support models for CX technologies
• Establish vendor evaluation criteria and manage relationships, licensing, and renewals in partnership with procurement and IT
• Develop training, communications, and support models to drive adoption of CX technologies
• Partner with Marketing Teams, IT, and CX leaders to embed tools into daily workflows
• Measure satisfaction, usage, and business impact of CX technologies
• Lead and mentor a team of CX capability specialists, analysts
• Foster a culture of innovation, experimentation, and continuous improvement
• Sponsor ideas and validate new technologies that support business value

Job requirements include :

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, 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. The base salary range for applicants for this position is listed below. Unless actual salary is indicated above in the job description, actual pay will be based on skill, geographical location and experience. $114,100.00-$215,700.00 Additionally, Unum offers a portfolio of benefits and rewards that are competitive and comprehensive including healthcare benefits (health, vision, dental), insurance benefits (short & long-term disability), performance-based incentive plans, paid time off, and a 401(k) retirement plan with an employer match up to 5% and an additional 4.5% contribution whether you contribute to the plan or not. All benefits are subject to the terms and conditions of individual Plans.