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/