Customer Experience Transformation Owner

Assurant, Inc.; South Miami Heights (FL); Hybrid; USD 120,000 - 160,000; Full time

Job summary

Assurant, Inc. in Miami, FL seeks a seasoned professional to lead end-to-end experience transformation initiatives. You will analyze data, design future-state experiences, and build business cases tied to measurable outcomes, influencing senior stakeholders across multiple functions.

The role emphasizes innovation including AI-enabled experiences. The position is hybrid, based in Miami with in-office three days per week, and requires work authorization in the United States for full-time

Qualifications

• Bachelor's degree or equivalent experience.
• Minimum 5 years of experience in operation transformation or process improvement.
• 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.

Skills

Critical thinking

Problem solving

Executive communication

Influence without authority

Independent in ambiguity

Education

Bachelor's degree or equivalent

Master’s degree preferred

Tools

Business intelligence tools

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.

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