CX Transformation Lead — Hybrid Role

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

Benefits offered by this job

Hybrid work model

Job summary

Assurant, Inc. in Miami is seeking a Customer Experience Transformation Owner to lead end-to-end experience initiatives. You will analyze data, design future-state experiences, and drive measurable improvements across operations, technology, product, and analytics teams.

You will partner with senior leaders, manage pilots, and advance AI-enabled initiatives while shaping customer journeys and achieving business outcomes. This is a hybrid role with regular in-office collaboration in Miami.

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.
• 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

Experience transformation

Data analysis

Service design

Journey mapping

Human-centered design

Business cases

Cross-functional leadership

AI-enabled experiences

Education

Bachelor's degree or equivalent

Master's degree preferred

Job description

Assurant, Inc. in Miami is seeking a Customer Experience Transformation Owner to lead end-to-end experience initiatives. You will analyze data, design future-state experiences, and drive measurable improvements across operations, technology, product, and analytics teams.

You will partner with senior leaders, manage pilots, and advance AI-enabled initiatives while shaping customer journeys and achieving business outcomes. This is a hybrid role with regular in-office collaboration in Miami.