Customer Experience Innovation Lead

Overview We’re building digital experiences that are seamless, intuitive, and centered on real customer needs. As our Customer Experience Innovation Lead , you’ll help shape how people interact with Assurant—from purchase to claim—by applying design thinking, emerging technologies, and bold ideas to reimagine the customer journey. You’ll work closely with global teams to identify opportunities, turn concepts into practical solutions, and elevate the experience for millions of customers across the U.S. and beyond. This role is a chance to challenge conventions, drive meaningful change, and contribute to a culture that values creativity, collaboration, and purposeful innovation. Responsibilities Innovation Leadership 30% : Lead the innovation pillar within the CX department, driving exploration and implementation of cutting-edge solutions that elevate the customer and employee experience. Identify and evaluate emerging trends, technologies, and best practices in CX and employee engagement, integrating them into strategic initiatives. Foster a culture of innovation, encouraging creative thinking, experimentation, and continuous improvement across the organization. Lead and drive innovation initiatives within the Experience function, ensuring new products and services are developed with a strong focus on CX/EX. Identify and implement solutions that enhance both customer and employee journeys, working across departments to align 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 to ensure 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 offerings meet the needs of both customers and employees. Facilitate workshops, brainstorming sessions, and design thinking exercises to generate ideas and solutions, keeping customer and employee insights at the forefront. 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 journey mapping exercises to visualize end-to-end experiences and highlight critical touchpoints. Use these tools to guide strategic direction and ensure alignment with customer and employee needs. Develop and monitor KPIs to assess the impact of CX/EX initiatives and drive continuous improvement. Project Management and Execution 15% : Manage the full lifecycle of CX/EX initiatives from planning to delivery, ensuring projects are completed on time and within scope. Coordinate resources and cross-functional teams to ensure successful execution, tracking progress and adjusting plans as needed. 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 CX/EX 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 the capacity to integrate technology into processes. #J-18808-Ljbffr