At Unum, our unwavering customer focus guides everything we do
Our purpose is to help the working world thrive throughout life’s moments, and we are continually investing in better ways to deliver exceptional value to employers and the employees they care for.
That’s why Unum is excited to announce our new Chief Experience Officer, Polly Nicholas.
In this newly created role, Polly will be responsible for elevating experience and amplifying Unum’s purpose throughout the customer journey. With oversight of Marketing, Customer Enablement and Field Effectiveness, this role will drive connectivity across channels and touchpoints from acquisition through satisfaction measurement to enhance client experience. Polly brings 20+ years of experience in the employee benefits industry and was most recently the SVP of Unum Solutions.
"This emphasis at the executive level will help us deliver the best experience in benefits and leave, and I am confident that Polly's leadership will bring heightened focus and strategic perspective."
- Rick McKenney
President & Chief Executive Officer
President & Chief Executive Officer
As CXO, Nicholas will focus on:
- Elevating the end-to-end customer experience by infusing our focus on helping employers and their people thrive into every step of the customer journey, from initial consideration of our offering through the decision to renew
- Engaging the marketplace with our differentiated capabilities in unique and informative ways
- Monitoring and measuring customer experience, identifying opportunities and relieving friction
- Partnering with customers and broker partners to define the benefits and absence experience of the future
Unum continues to accelerate its investments to support our customers. Our goal remains simple: to provide exceptional experiences that help you and your employees thrive.
The elevation of customer experience to a C-suite role signals the next evolution of our unwavering customer focus at Unum. The shared partnership and insight from our customers and partners will be critical, and we look forward to innovating together to deliver on our promise.