Customer Experience Transformation Owner

Assurant • Miami, FL

19h • $88,000 - $147,000 • Hybrid

About The Position

The Customer Experience Transformation Owner leads the end-to-end lifecycle of customer experience transformation, from identifying opportunities and assessing current-state experiences through implementation and measurement. The role uses data-driven insights, process improvement, service design, and cross-functional leadership to address complex business challenges and deliver measurable outcomes across customer journeys. It partners with senior stakeholders and teams across Operations, Technology, Product, Marketing, Analytics, and Transformation, and identifies opportunities for innovation, including AI-enabled experiences.

The position is hybrid and based in Miami, Florida, with approximately three days per week in the office. Annual travel is up to 10%. Candidates must be authorized to work full-time in the United States without current or future employer sponsorship.

Requirements

• Bachelor’s degree or equivalent experience.
• At least 5 years of experience in operational transformation or process improvement.
• Strong critical-thinking and problem-solving skills.
• Ability to influence stakeholders without direct authority.
• Ability to operate independently in ambiguous environments.
• Executive communication and presentation skills.
• Experience translating insights into measurable business outcomes.
• Authorization to work full-time in the United States without the need for employer sponsorship now or in the future.

Nice To Haves

• 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.
• Home warranty industry experience is a plus, but not required.

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 opportunities for improvement.
• 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 This Job Offers

• Job Type: Full-time
• Career Level: Senior