We are seeking a Customer Experience Innovation Lead to champion the development of innovative services, products, and experiences that improve both customer and employee satisfaction. This role is ideal for a proactive and adaptable individual who can manage a wide range of initiatives, collaborating closely with cross-functional teams, product and service groups, and senior leaders. The Experience Innovation Lead will be instrumental in driving projects that align with customer and employee needs, with a focus on delivering meaningful outcomes. The ideal candidate should be comfortable taking initiative and leveraging CX tools such as blueprints, experience maps, journey maps, and process flows to inform and guide initiatives.

Innovation Leadership 30%

• Lead the innovation pillar within the CX department, driving the exploration and implementation of cutting-edge solutions that elevate the customer and employee experience.
• Identify and evaluate emerging trends, technologies, and best practices in customer experience and employee engagement, integrating them into strategic initiatives.
• Foster a culture of innovation by encouraging creative thinking, experimentation, and continuous improvement across the organization.
• Lead and drive innovation initiatives within the Experience function, ensuring that new products and services are developed with a strong focus on customer and employee experience.
• Identify and implement solutions that enhance both customer and employee journeys, working across departments to align these efforts with broader business goals.
• Play a key role in strategic planning, while being directly involved in the execution of initiatives where needed to ensure successful delivery.
• Act as a liaison between the CX team and other departments, ensuring that innovative projects are executed smoothly and deliver the desired outcomes.

Collaboration with Product and Service Teams 25%

• Partner with product and service teams to embed CX/EX considerations into the product development lifecycle, ensuring all offerings meet the needs of both customers and employees.
• Facilitate workshops, brainstorming sessions, and design thinking exercises to generate new ideas and solutions, ensuring that customer and employee insights are at the forefront of decision-making.
• Act as a key liaison between the CX/EX team and other departments to maintain alignment and smooth project implementation.

Customer and Employee Experience Focus 30%

• Create and use CX tools such as blueprints, experience maps, customer journey maps, and process flows to identify opportunities for improvement and innovation.
• Lead customer and employee journey mapping exercises to visualize end-to-end experiences and highlight critical touchpoints.
• Use these tools to guide the strategic direction of projects and ensure alignment with customer and employee needs.
• Ensure that all initiatives are rooted in a thorough understanding of customer and employee needs, using data and feedback to guide decision-making.
• Develop and monitor key performance indicators (KPIs) to assess the impact of CX/EX initiatives and continuously improve outcomes.

Project Management and Execution 15%

• Manage the full lifecycle of CX/EX initiatives, from planning through to delivery, ensuring projects are completed on time and within scope.
• Coordinate resources and cross-functional teams to ensure the successful execution of projects, stepping in to manage specific tasks when necessary.
• Continuously track project progress, adjusting plans as needed to meet changing demands or obstacles.

Basic Qualifications

• Bachelor’s degree in Business, Marketing, Process Engineering, or a related field.
• 7+ years of experience in customer/employee experience, innovation, or product development, with experience managing cross-functional projects.
• 4+ years creating blueprints or journey/experience/process maps that highlight human-centered experience design
• Strong mix of strategic and hands-on experience in experience-related projects.
• Strong understanding of customer and employee experience principles and methodologies.
• Analytical mindset with the ability to interpret data and provide actionable insights for improvement.
• Proven ability to manage multiple, complex projects simultaneously and deliver impactful results.
• Excellent communication and collaboration skills, with experience working across departments and influencing stakeholders.
• Familiarity with CX/EX tools and platforms, with a capacity to integrate technology into processes.

At Assurant, we celebrate the differences that make us who we are. By assembling extraordinary teams from a variety of races, religions, sexual orientations, gender identities, ages, experiences, and abilities, we’re able to better reflect the global communities where we live and work. By working to remove barriers, we ensure equity for everyone. The pursuit of inclusion rests with each of us. Because it’s only by listening to and representing the unique voices of every individual that we can innovate for all.

For further information about Assurant, please visit our website: https://www.assurant.com/