Enterprise Customer Experience Manager

We are seeking a highly capable and resourceful Experience Manager to manage and execute a variety of complex initiatives that enhance both customer and employee experiences. The ideal candidate is a self-starter with strong project management, communication, analytical, and technical skills, who can handle multiple priorities in a fast-paced environment. This role focuses on managing the lifecycle of CX/EX projects from conception through to successful delivery, ensuring alignment with business goals and operational efficiency.

Project Management: 30%

• Lead the planning, execution, and completion of multiple, complex CX/EX projects, ensuring they are delivered on time, within scope, and aligned with company objectives.
• Develop detailed project plans, set timelines, assign resources, and track progress to ensure milestones are met.
• Manage project risks, issues, and dependencies, and implement solutions to keep projects on track.
• Develop business requirements documents.

Collaboration and Coordination: 20%

• Collaborate with cross-functional teams, including Product, Operations, HR, IT, and Marketing, to ensure all CX/EX initiatives are fully supported and aligned across the organization.
• Facilitate project meetings, brainstorming sessions, and working groups to drive forward key initiatives.
• Act as the primary point of contact for all project stakeholders, ensuring clear communication and coordination throughout the project lifecycle.

Data-Driven Analysis and Reporting: 30%

• Analyze project data and performance metrics to evaluate the success of initiatives, identify areas for improvement, and provide actionable insights.
• Develop and maintain dashboards to report on key performance indicators (KPIs) related to customer and employee satisfaction, engagement, and other CX/EX metrics.
• Create and present data-driven findings, using statistical insights to validate recommendations and support data-informed decision-making.
• Create and deploy research studies.

Process Improvement and Innovation: 20%

• Continuously assess and optimize internal processes to streamline project execution and enhance efficiency.
• Identify opportunities for innovation and improvement in both customer and employee experience, leveraging feedback and data to drive enhancements.
• Proactively bring forward ideas to improve project outcomes, team efficiency, and overall CX/EX strategy.
• Utilize CX/EX tools and platforms, such as analytics tools and feedback systems, to support project execution and optimize experiences.
• Stay informed on emerging trends and best practices in CX/EX, integrating new technologies and methodologies where applicable.

Qualifications Required

• Bachelor’s degree in Business, Marketing, Communications, or a related field.
• 4-6 years of experience in project management, customer experience, employee experience, or related roles.

• Strong project management skills with experience managing complex, multi-faceted projects. Able to identify dependencies and 'big rocks' early enough to either escalate or determine alternative solutions.

• Excellent organizational skills, with the ability to manage multiple priorities and deadlines.
• Analytical mindset with the ability to interpret data and drive insights for project improvements.
• Technical Skills:
  • Analytics Proficiency: Strong skills in Excel, Power BI and SQL for data visualization, querying, and analysis.
  • Statistical Knowledge: Solid understanding of statistics, including concepts such as mean, median, standard deviation, correlation, regression analysis, and statistical significance
• Proficient in project management tools and CX/EX platforms (e.g., survey tools, CRM systems, analytics tools).
• Excellent communication and interpersonal skills, with the ability to collaborate effectively across teams.
• Proven experience analyzing structured and unstructured data and presenting insights to business stakeholders effectively.
• Self-motivated and resourceful, with a strong desire to learn and grow in a dynamic environment.

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.

Job Scam Alert
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