Customer Experience Transformation Owner

Assurant; Miami (FL); Hybrid; USD 88,000 - 147,000; Full time

Job summary

Assurant in Miami, FL is seeking a senior Experience Transformation leader to own the end-to-end experience transformation lifecycle. You will identify opportunities, analyze data, and design future-state customer experiences using service design and journey mapping.

You’ll influence senior stakeholders and partner across Operations, Technology, Product, Marketing, Analytics, and Transformation to deliver measurable outcomes.

Qualifications

• Bachelor's degree or equivalent experience.
• A minimum of 5 years of experience in operation transformation or process improvement experience.
• Strong critical thinking and problem-solving skills.
• Ability to influence stakeholders without direct authority.
• Experience operating independently in ambiguous environments.
• Executive communication and presentation skills.
• Experience translating insights into measurable business outcomes.

Responsibilities

• Lead experience transformation initiatives from current-state assessment through implementation and measurement.
• Analyze customer, operational, digital, and business data to identify friction points, root causes, and improvement opportunities.
• Design future-state customer experiences using service design, journey mapping, and human-centered design principles.
• Develop business cases, success metrics, and value realization plans tied to measurable outcomes.
• Influence cross-functional teams across Operations, Technology, Product, Marketing, Analytics, and Transformation functions.
• Lead pilots and improvement efforts while driving adoption and sustainable change.
• Present recommendations to senior leaders.
• Identify opportunities for innovation including AI-enabled experiences.

Job description

Join a team focused on transforming customer experiences through data-driven insights, process improvement, service design, and cross-functional leadership. This role owns the end-to-end experience transformation lifecycle, identifying opportunities, solving complex business challenges, influencing senior stakeholders, and delivering measurable business outcomes across customer journeys.

Hybrid role based in Miami, Florida with approximately three days per week in the office.

You must be work authorized in the United States on a full-time basis without the need for employer sponsorship now or in the future. The Company cannot offer employment to F-1 (student) visa holders who require employer sponsorship in the future or cannot work now on a full-time basis.

What will be my duties and responsibilities in this job?

• Lead experience transformation initiatives from current-state assessment through implementation and measurement.
• Analyze customer, operational, digital, and business data to identify friction points, root causes, and improvement opportunities.
• Design future-state customer experiences using service design, journey mapping, and human-centered design principles.
• Develop business cases, success metrics, and value realization plans tied to measurable outcomes.
• Influence cross-functional teams across Operations, Technology, Product, Marketing, Analytics, and Transformation functions.
• Lead pilots and improvement efforts while driving adoption and sustainable change.
• Present recommendations to senior leaders.
• Identify opportunities for innovation including AI-enabled experiences.

What are the requirements needed for this position?

• Bachelor's degree or equivalent experience.
• A minimum of 5 years of experience in operation transformation or process improvement experience.
• Strong critical thinking and problem-solving skills.
• Ability to influence stakeholders without direct authority.
• Experience operating independently in ambiguous environments.
• Executive communication and presentation skills.
• Experience translating insights into measurable business outcomes.

What other skills/experience would be helpful to have?

• Master’s degree preferred.
• Experience in CX transformation, service design, process engineering, consulting, or operational excellence.
• Knowledge of Lean, Six Sigma, or Agile methodologies.
• Experience with AI, analytics, journey mapping, and business intelligence tools.
• Industry experience in home warranty is a plus, not a requirement.

Why Join This Team?

Shape innovative customer experiences, partner with senior leaders, and drive measurable transformation across the business.

How much should I expect to travel?

• Up to 10% annual travel.

Pay Range

$88,000.00 - $147,000.00

Expected Application Deadline

10/30/2026

If no application deadline is provided, this role may be a pipeline requisition, and we'll continue to collect applications on an ongoing basis, or there is no requirement for this information in the location where the role is posted.

Any posted pay range considers a wide range of compensation factors, including candidate background, experience, and work location, while also allowing for salary growth within the position.

Helping People Thrive in a Connected World

Connect with us. Bring us your best work and your brightest ideas. And we’ll bring you a place where you can thrive. Learn more at jobs.assurant.com.

What's the culture like at Assurant?

Our unique culture is a big reason why talented people choose Assurant. Named a Best/Great Place to Work in 14 countries and awarded the Fortune Americas Most Innovative Companies recognition, we bring together top talent around the world. Although we have a wide variety of skills and experiences, we share common characteristics that are uniquely Assurant. A passion for service. An ability to innovate in practical ways. And a willingness to take chances. We call our culture The Assurant Way.

Company Overview

Assurant is a leading global business services company that supports, protects, and connects major consumer purchases. A Fortune 500 company with a presence in 21 countries, Assurant supports the advancement of the connected world by partnering with the world’s leading brands to develop innovative solutions and deliver an enhanced customer experience through mobile device solutions, extended service contracts, vehicle protection services, renters insurance, lender-placed insurance products, and other specialty products.

AI and Biometric Usage

Assurant supports the responsible use of Artificial Intelligence (AI), but we want to know the real you. Visit our AI Usage Guidelines page to understand what we expect from applicants regarding their use of AI during the application process. Since we would like to know the real you, we require that all of our virtual interviews be conducted on video.

Employment is contingent upon completion of a required identity verification process, which may include biometric technology, where permitted by applicable law and subject to applicable notice and consent requirements. See our Privacy Notice to learn about Assurant's privacy practices, including our use of AI-enabled technology, automated decision making, and biometric information.

Equal Opportunity Statement

Assurant is an Equal Employment Opportunity employer and does not use or consider race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity, or any other characteristic protected by federal, state, or local law in employment decisions.

Job Scam Alert

Please be aware that during Assurant's application process, we will never ask for personal information such as your Social Security number, bank account details, or passwords. Learn more about what to look out for and how to report a scam here.