Customer Experience Innovation Lead
Assurant, Inc.
Florida - hace un día
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
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.
- 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.
- 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.
- 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.
- 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/
#J-18808-LjbffrCustomer Experience Innovation Architect
A leading digital services company in Argentina seeks a Customer Experience Innovation Lead to drive innovative solutions that enhance customer and employee experiences. This role entails collaborating with global teams, managing cross-functional projects, and utilizing...
Customer Experience Lead (he/she/they)
Customer Experience Lead (he/she/they) Overview You will improve the shopping experience for our customers by representing customer interests in all business decisions and emphasizing the importance of customer feedback and insights (Voice of the...
Remote Customer Experience Lead: Data-Driven Insights
A dynamic technology company in Argentina is seeking a Customer Experience Lead to enhance shopping experiences and advocate for customer interests in business. The role requires expertise in data analysis and the management of KPIs related to customer satisfaction,...
Senior AI Engineer - Generative AI for Customer Experience
A leading AI customer service platform is seeking an AI Developer to design and develop generative AI applications while collaborating with product teams to enhance user experiences. With 5+ years of software development experience and expertise in LLMs, you'll lead the...
Technical Lead - Merchant Experience
Latam, Remote, Full Time, Leader, +5 years of experience Who We Are At Yuno, we are building the payment infrastructure that enables all companies to participate in the global market. Founded by a team of seasoned experts in the payments and IT industries, Yuno provides a...
Chief Applied Scientist: Robotics & AI Innovation
An international technology company seeks a Chief Applied Scientist to lead the development of robotic policies for dexterous manipulation. You will design and implement innovative robotic learning models and oversee their rollout in various environments. The ideal...
Customer Service Team Lead for a Wellness E-commerce Company (US Base/Remote)
Customer Service Team Lead for a Wellness E-commerce Company (US Base/Remote) Paired is a global staffing and recruiting agency that pairs remote work with top-tier talent. We admire the importance of innovative social media strategies and are committed to connecting...
Content Lead, Customer Advocacy - Americas
Hi, I’m Anum, Head of Content & U.S. Community here at Ashby. I joined Ashby in 2023 to build a content organization that looks very different from the traditional service desk many companies mistake for content marketing. Instead, our team owns some of the most strategic,...
Customer Support Lead LATAM
2 days ago Be among the first 25 applicants Description TripleTen is an award-winning online school among technology bootcamps. Our mission is to help people change their lives and succeed in technology. We offer flexibility in studies, career mentoring, resume and...
Remote Customer Success & Revenue Ops Lead (Enterprise)
A tech-driven company is hiring a Customer Success & Support Manager to oversee the entire customer experience for their Extension product. This role requires 5-8+ years in B2B SaaS, managing support, billing, and renewals. You will utilize tools like Intercom and Stripe,...
Remote Customer Success Lead: Growth & Onboarding
A dynamic fintech startup is seeking a Customer Success Manager to manage and enhance client relationships remotely. The ideal candidate will have over 5 years of experience in Customer Success or related fields within the high-tech or tourism industry, showcasing proven...
Senior Software Engineer, Developer Experience
Fully remote position open to candidates based anywhere in Argentina. The Developer Experience (DevEx) team is responsible for making developers’ lives easier and more efficient. Their mission is to ensure that developers have access to all the tools, resources, and...
Adobe Experience Manager (AEM) Engineer
We are expanding the engineering team for one of the largest U.S. health and insurance enterprises. The team is responsible for modernizing and maintaining mission-critical digital experiences used by millions of customers across public websites, member portals, broker...
Service Experience Guide - REMOTE
This position is posted by Jobgether on behalf of a partner company. We are currently looking for a Service Experience Advocate - REMOTE. In this role, you will own the complete lifecycle of property files, ensuring a smooth and unified service experience for our customers....
Remote Customer Experience Lead - Data-Driven
A leading retail company in Argentina is looking for a Customer Experience Lead to improve the shopping experience for customers. You will represent customer interests in business decisions, manage back-office operations, and analyze key performance indicators. Ideal...
Customer Experience Lead (he/she/they)
Customer Experience Lead (he/she/they) Trafilea We are looking for a Customer Experience Lead to improve the shopping experience for our customers. This role focuses on representing customer interests in all business decisions by emphasizing the importance of customer...
Technical Lead - Checkout User Experience
Latam, Remote, Full Time, Leader, +5 years of experience Who We Are At Yuno, we are building the payment infrastructure that enables all companies to participate in the global market. Founded by a team of seasoned experts in the payments and IT industries, Yuno provides a...
Senior Software Engineer, Developer Experience (DevEx)
Senior Software Engineer, Developer Experience (DevEx) Senior Software Engineer position focused on improving developers’ experience within Avature. The role is fully remote and open to candidates based anywhere in Argentina. The Developer Experience (DevEx) team is...
Remote Customer Service Team Lead - Wellness Brand
A wellness e-commerce company is seeking a Customer Service Team Lead to manage a team of customer service agents. This position is remote and ideal for candidates with experience in the health and wellness sector and e-commerce. The role involves overseeing operations,...
LatAm Customer Support Lead — Remote & Ops Leader
A prominent online education platform is seeking a Customer Support Lead for its LATAM team in Argentina. The role demands a strong operational mindset to lead the team towards excellence, ensuring a high-quality client experience. Applicants must possess a bachelor's...