The Role Effectively and proactively consult with customers to drive set up of their technology that meets the specific needs (including billing, claims, and enrollment), along with setting appropriate expectations with regards to these processes and impact to delivery of bills and contracts. The specialist provides expert advice and technical support on all aspects of Unum’s technology capabilities process and oversees the setup and maintenance of technology onboarding with our clients and technology partners. Identify potential issues, concerns, and problems through problem solving, seeking root cause, and identifying solutions that provide an improved client experience. Oversees the creation/interpretation of connection and system integration requirements, the testing and implementation of new data interchanges, and the ongoing daily operational support. Collaborate with business partners to provide subject matter expertise on Unum’s data models, associated systems, and technology, in support of sales, implementation, administration, benefits and other key internal business processes. Facilitates calls regarding file requirements, mapping documents, and timelines with the client, partners, IT resources and the implementation team to determine technical infrastructure requirements to support accurate contract administration. Ensure set up of technology solutions to support ongoing administration and eligibility. This includes troubleshooting data options, education of the services, submitting appropriate file set up requests, working with internal and external partners to accomplish testing needs and communication to all stakeholders during the process until files are successfully in production. Consult, as the subject matter expert, on maintenance and troubleshooting of the file feed, including data mapping and format, as needed. Additional Responsibilities Assist in process improvements, system enhancements, and general problem solving to improve the customer experience and team effectiveness. Build strong partnerships with internal business, field, and IT teams. Develop project plans and delivery timelines related to the technology enablement process and manage the timeline to ensure integration is delivered with a high level of quality and on in line with ‘go live’ date expectations. Issue resolution and ownership for identified errors. Responsible for ongoing management of existing data feeds in support of enhancements and updates. Support acquisition of new business by responding to RFP and other pre-sale requests regarding feed implementations. Participates in customer implementation meetings as needed to support the onboarding process. Achieve high customer satisfaction during customer acquisition through building of relationship with the customer during the implementation period Provides support to all onboarding tiers as volume of work and capacity demands Provide training, mentoring, and coaching as applicable. Demonstrates strong leadership behaviors as defined in Unum’s Leadership and Our Value characteristics. What You Offer BS degree preferred or equivalent experience in a related technical field 2+ years of experience in the customer service, insurance, or IT related industry Business acumen and an understanding of the customer lifecycle administrative process. Ability to work cooperatively. Strong verbal and written communication skills. Strong leadership qualities that drive change to achieve business results Technology/IT experience working directly with customers and/or carriers, and developing Technology solutions for HRIS/payroll/Ben Admin systems preferred SQL knowledge, 834 file, XML file and data analyzation experience a plus Desktop application experience using Microsoft Excel and/or Access a plus 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 #J-18808-Ljbffr
Our Story Unum Technology Centre in Carlow serves as strategic software development and IT services centre supporting Unum, a leading provider of income protection in the United States. Our team of IT professionals build solutions and critical business applications to digitally transform the way we do business. This individual is a leader in Unum’s Customer Experience (CX) Program with a mission to equip and rally Unum with actionable CX insights. The incumbent is accountable for working closely with senior leadership and key management stakeholders to influence operational processes and strategic digital based solutions in order to achieve a superior experience for the customer. Specific projects include the implementation of a customer experience (CX) measurement system for priority initiatives, achievement CX goals through analysis, reporting, and actionable insights, and creation of a CX‑obsessed culture to drive operational excellence. The incumbent will work closely with leadership of operational and digital transformation teams to align business opportunities with strategic CX goals of the company and support delivery on those opportunities via targeted analysis, data‑driven recommendations and capability strengthening. This individual is expected to lead, execute and implement change and shares ownership with senior leadership for achieving goals and objectives for these projects. This role requires extensive analytical and technology skills, and understanding of multiple business areas and digital tools, balanced with ability to clearly and concisely communicate with management across all levels of the organization. Principal Duties And Responsibilities Implement CX measurement system for priority initiatives across the enterprise Facilitate and maintain the framework of key customer touchpoints throughout the lifecycle to collect voice of customer feedback across multiple channels Design and maintain CX measurement and reporting standards across the enterprise; apply survey design best practices Measure progress against annual improvement goals for the enterprise Achieve CSAT Goals through analysis, reporting and delivering actionable insights Drive cross‑functional analysis across the organization to elevate understanding, illustrate opportunities and help the organization improve customer experience consistently and cohesively. Play a key leadership role in technology and process assessment of key customer touchpoints Apply advanced quantitative and qualitative analytics to identify key drivers to achieve CX goals, leveraging analytic tools such as SPSS, SAS, R, SQL/Teradata, and Qualtrics Measure results to determine if efforts are driving desired outcomes consistent with CX goals, and support the evolution of the business model to drive optimal experiences. Constantly operate with a customer centric mindset, identify and analyze the most important components of customer engagement that can help drive business solutions and improve customer experience. Drive outcomes that will improve customer experience and operational readiness for digital solutions. Assure senior leadership and stakeholders understand customer expectations and insights, and promotes the use of data to support decisions affecting the customer Create a CX‑obsessed culture Communicate the CX strategy across the organization, ensures understanding, and gains buy‑in Facilitate problem solving with operational and digital transformation leaders, participating as a continuous improvement and CX SME Embed with operational leaders and conduct targeted coaching to drive importance of CX Perform other related duties as assigned. Job Specifications BA/BS required, MBA preferred. 8+ years of experience delivering value to customers through research, problem solving, analytics, and/or digital assets, or equivalent relevant experience. Deep understanding of common CX metrics and measurement systems (NPS, CES, etc.); as well as the customer journey and behaviors & expectations to invest in technology Proven experience delivering business results by driving operational change, through growing a CX culture with stakeholder management, & building buy‑in with strong communication Excellent problem solving, communication and critical thinking ability with strong understanding of Agile methods Experience delivering data and/or digital based solutions that have a direct impact on customer experience. Fundamental understanding of various research techniques and data analytics; including strong skills in conducting and analyzing quantitative research Proven experience with statistical modeling leveraging industry tools (SPSS, SAS, R, SQL/Teradata, Qualtrics, Tableau etc.) to complete advanced driver analysis. Turn data into action – Proactively identify and advocate for areas of opportunity Through Synthesis of detailed analysis and research into strategic insights and practical recommendations. Ability to influence mid‑level to senior management through personal interactions as well as the creation and delivery of presentations. Comfortable asking tough questions – challenging mid‑level to senior management throughout the transformation process Proven results focusing on quality delivery and delighting customers; holds self to high standards of delivery Collaborative team player; able to work effectively within a team and more broadly with people from a variety of backgrounds and areas across the organization. Superior consulting and advisory skills; ability to think conceptually, handle ambiguity, solve complex problems, and make thoughtful recommendations. 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 #J-18808-Ljbffr
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. The Test Engineer will be responsible for ensuring high-quality software delivery through a combination of manual and automated testing, with a strong focus on test automation, continuous integration, and quality best practices. The Test Engineer partners closely with business analysts, developers, and agile team members to define acceptance criteria, create test strategies and artifacts, and validate features across multiple testing levels. The position also drives regression and performance testing, including for third‑party and cloud solutions, while clearly reporting results and progress to stakeholders. Success in this role requires strong technical testing expertise, analytical thinking, collaboration skills, and a customer‑first mindset focused on delivering reliable, high‑quality solutions. The Role Responsible for ensuring the quality of existing and new features through both manual and automated testing and use of continuous integration techniques where practical Partner closely with the Business Analysts to create acceptance criteria for the user stories. Leverages the acceptance to create tests that can be automated. Produces test scripts, materials and regression and performance test packs to test new and amended software or services. Specifies requirements for environment, data, resources and tools. Evaluates and plans for regression and performance testing for new releases of 3rd party/cloud based solutions and any Unum specific configurations or customization Partners closely with team members to assist with and help drive test automation through all phases of testing (such as unit, system, integration and regression) Is an advocate for Quality Assurance best practices across the entire team throughout the deliverables Analyzes and reports test activities and results using industry best practices that align with the companies reporting and metrics needs Responsible for creating test strategies, test plans, test cases, test coverage, and test execution reports to support the Quality Assurance effort in testing features that are part of application and/or solution changes Creates and maintains traceability records, from test cases back to requirements. Communicates daily with the Scrum Master or Team Lead and the agile team on progress made and planned progress for the coming day; reports any impediments blocking progress Participates in sizing and estimation activities within the agile team Collaborates with the Team (Business Analysts, Designers, Software Engineers, Architects, etc.) to ensure that the team defines, configures, builds, and produces features and solutions that meet or exceed what the Product Owner is expecting Automates testing of software to industry standards Create and maintain appropriate test artifacts for the team (Test Plans, Sprint Plans etc.) May direct the activities of onshore and offshore testing teams and be accountable for ensuring that they adhere to the teams standards Ensures that the latest project progress is known to the agile team by ensuring Application Lifecycle Management (ALM) tools are up to date and participating in daily standups outlining progress made, progress planned and detailing impediments Thinks with the mind of the end customer at all times, ensuring solutions seek to improve the customer experience and delight their customers. What You Offer Bachelors Degree preferred, or equivalent experience 4+ years of successful performance in Test Engineer role or equivalent relevant work experience Proven experience creating and implementing test automation including API testing Strong experience with the following technologies or equivalent: Java, Selenium, REST, SOAP UI, Postman. Experience with continuous integration and deployment environments Experiencing developing test plans for different levels of test (functional, integration, performance, UI/UX, etc) Clearly demonstrates analytical ability and critical thinking skills Self motivated and results oriented Demonstrates strong focus on quality delivery and delighting customers; holds self to high standards of delivery Strong team player; able to work effectively within a team and more broadly with people from a variety of backgrounds and areas across the organization. Able to solve complex testing needs and drive overall solution quality Test Certifications are preferred (ISTQB certifications, CSM, CSD, CSP). 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 #J-18808-Ljbffr
