CX Transformation Lead (Hybrid in Miami)

American Bankers Insurance Company of Florida; Troy (OH); Hybrid; USD 88,000 - 147,000; Full time

Job summary

Assurant is seeking a results-driven leader to own the end-to-end experience transformation lifecycle, applying data-driven insights to reduce friction across customer journeys and deliver measurable business outcomes.

You will influence senior stakeholders across Operations, Technology, Product, and Analytics, lead pilots, and explore AI-enabled improvements, traveling up to 10% as needed.

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.

Skills

Executive communication

Stakeholder influence

Problem solving

Analytical thinking

Independent worker

Process improvement

Change management

Education

Bachelor's degree or equivalent experience

Master’s degree preferred

Job description

Assurant is seeking a results-driven leader to own the end-to-end experience transformation lifecycle, applying data-driven insights to reduce friction across customer journeys and deliver measurable business outcomes.

You will influence senior stakeholders across Operations, Technology, Product, and Analytics, lead pilots, and explore AI-enabled improvements, traveling up to 10% as needed.