We are seeking a highly skilled Customer Experience Process Architect to design and optimize employee experience processes across the organization. This role will focus on designing and/or improving workflows that enhance employee engagement, satisfaction, and productivity, with the understanding that better employee experiences lead to improved customer experiences (CX). The ideal candidate will assess pain points, design or optimize processes, and collaborate with stakeholders to implement solutions that align with organizational goals and that support employee well-being and drive superior customer outcomes.
Process Assessment and Analysis (20%)
- Conduct comprehensive quantitative and qualitative assessments of current employee experience processes, such as onboarding, training, performance management, and internal service delivery leveraging tools.
- Identify inefficiencies, pain points, and areas for improvement, using data and employee feedback to understand how these processes impact both employee engagement and customer satisfaction.
- Analyze data to inform process enhancements that ultimately drive better customer outcomes by improving employee experiences.
Experience Process Design (30%)
- Design and implement optimized employee experience processes that improve engagement, reduce friction, and foster a positive work environment, leading to enhanced CX.
- Develop detailed process flows, blueprints, and journey maps that outline key interactions in the employee lifecycle and how they influence the customer journey.
- Ensure that new processes support employee satisfaction, performance, and development, and in turn, create conditions for better customer service and business results.
Solution Development and Process Optimization (25%)
- Create innovative solutions to streamline employee-facing processes, enabling employees to perform at their best, which translates into higher-quality customer interactions.
- Collaborate with operations, HR, IT, and department leaders to design processes that not only enhance employee experiences but also positively impact customer touchpoints and service quality.
- Leverage technology and automation tools to create scalable, efficient processes that support both employee productivity and customer satisfaction.
- Continuously monitor the effectiveness of newly designed processes, gathering data and feedback from employees and customers to inform further improvements.
- Establish feedback loops to measure how employee satisfaction and engagement correlate with customer satisfaction and experience metrics, ensuring that both remain aligned.
Stakeholder Engagement and Implementation (20%)
- Work closely with leadership and department heads to align process designs with business strategies, ensuring that improved employee processes contribute to a stronger customer experience.
- Present process recommendations and designs to stakeholders, demonstrating how optimized employee experiences can drive superior CX outcomes and business success.
- Collaborate across departments to ensure seamless implementation of new processes that benefit both employees and customers.
Basic Qualifications
- Bachelor’s degree in Business, Operations, or a related field.
- 5+ years of experience in process design, employee experience, or HR operations.
- Demonstrated ability to connect employee experience improvements with positive customer experience outcomes.
- Strong experience in creating process maps, blueprints, and journey maps for employee-facing workflows.
- Proficiency in process design tools and methodologies, such as Lean, Six Sigma, or other continuous improvement frameworks.
- Excellent communication and presentation skills, with the ability to engage stakeholders and present process recommendations to leadership.
- Strong collaboration skills, with a proven ability to work cross-functionally and ensure successful process implementation.
- Highly organized, detail-oriented, and solution-focused, with a passion for improving employee processes and experiences that drive better customer outcomes.
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/
Any posted application deadline that is blank on a United States role is a pipeline requisition, and we'll continue to collect applications on an ongoing basis.
Any posted pay range considers a wide range of compensation factors, including candidate background, experience, and work location, while also allowing for salary growth within the position.
Helping People Thrive in a Connected World
Connect with us. Bring us your best work and your brightest ideas. And we’ll bring you a place where you can thrive. Learn more at jobs.assurant.com.
For U.S. benefit information, visit myassurantbenefits.com. For benefit information outside the U.S., please speak with your recruiter.
What’s the culture like at Assurant?
Our unique culture is a big reason why talented people choose Assurant. Named a Best/Great Place to Work in 13 countries and awarded the Fortune America’s Most Innovative Companies recognition in 2023, we bring together top talent around the world. Although we have a wide variety of skills and experiences, we share common characteristics that are uniquely Assurant. A passion for service. An ability to innovate in practical ways. And a willingness to take chances. We call our culture The Assurant Way.
Company Overview
Assurant is a leading global business services company that supports, protects, and connects major consumer purchases. A Fortune 500 company with a presence in 21 countries, Assurant supports the advancement of the connected world by partnering with the world’s leading brands to develop innovative solutions and deliver an enhanced customer experience through mobile device solutions, extended service contracts, vehicle protection services, renters insurance, lender-placed insurance products, and other specialty products.
Equal Opportunity Statement
Assurant is an Equal Employment Opportunity employer and does not use or consider race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity, or any other characteristic protected by federal, state, or local law in employment decisions.
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Please be aware that during Assurant's application process, we will never ask for personal information such as your Social Security number, bank account details, or passwords. Learn more about what to look out for and how to report a scam here.
