Leader, CX Strategy & Enablement

CX Enablement Leader

The Leader of CX Enablement is one of three senior pillar leaders shaping the future of customer experience at AssuranceAmerica. At this level, the role carries enterprise accountability not just for building the function, but for defining the capability strategy that will underpin AssuranceAmerica's CX model as it scales from a regional call center to a national platform handling $2B in premium across 30+ states.

This individual will own quality assurance and training, experience design and governance, Voice of Customer, and state expertise at an enterprise level ensuring the Enablement pillar operates as a strategic asset to the business, not just a support function. The goal is setting the vision, owning the talent architecture, and representing CX Enablement across the company.

Quality Assurance & Training Enterprise Standard

• Set the quality and training strategy for a national CX organization scaling to 9+ teams across 30+ states by 2035 not just running today's QA program
• Lead and develop the QA function (3 auditors today) with an eye on building a center-of-excellence model that scales without proportional headcount growth
• Own the training architecture designing a system that onboards new agents to productivity in ?4 weeks and continuously develops existing agents as call complexity increases
• Establish enterprise calibration standards across all hubs and remote agents that become the benchmark for quality as new Key-State teams stand up

Experience Design & Governance Strategic

• Own the customer experience strategy end-to-end defining what 'good' looks like for an AssuranceAmerica customer across all interaction types and states
• Govern experience standards at an institutional level ensuring the organization maintains consistency as it adds hubs, Key-State teams, and new markets
• Serve as the voice of the customer in cross-functional discussions with Product, IT, Claims, and Underwriting
• Partner with the Director, CX Call Center to ensure experience insights are embedded in frontline operations, not treated as separate feedback

Voice of Customer Program Architect

• Design and launch AssuranceAmerica's first enterprise VoC program setting the methodology, governance, and intelligence infrastructure from scratch
• Define the CX measurement framework that moves beyond CSAT and handle time: trust signals, resolution confidence, retention correlation, and state-specific experience benchmarks
• Build VoC as an intelligence function turning customer feedback into actionable business decisions for Product, Underwriting, and Claims leadership

State Expertise & Scripting Competitive Advantage

• Establish state expertise as a genuine competitive advantage building the infrastructure that allows AssuranceAmerica to serve customers in 30+ states with the accuracy and confidence of a local provider
• Set the scripting and communication strategy at an institutional level ensuring AssuranceAmerica's voice is consistent, human, and trust-building across every market
• Own the Compliance and Legal partnership embedding regulatory requirements into the agent experience as a structural capability, not a case-by-case effort

Organizational Leadership

• Lead a function of 7+ people today scaling to 15+ by 2030
• Represent CX Enablement at the SVP leadership table bringing a point of view on customer quality, capability gaps, and strategic investments
• Own the Enablement pillar's budget, headcount planning, and vendor relationships
• Build the function's reputation internally as the org's institutional authority on customer experience quality, state compliance, and agent capability

What We're Looking For

Required

• Insurance industry background particularly non-standard personal auto, renters, or high-frequency service environments
• 12+ years in customer experience, quality assurance, CX strategy, or related functions
• Proven experience building and leading a CX capability or enablement function at enterprise scale not just managing one
• Executive presence comfortable representing CX at the SVP table, in cross-functional leadership conversations, and in talent development discussions with board members
• Strategic mindset backed by operational credibility you can set the 2035 vision and also get into the QA calibration detail when needed
• Deep data literacy defines measurement frameworks, not just reports on them
• Track record of developing leaders, not just managing direct reports

Preferred

• Multi-state compliance leadership experience owning state regulatory strategy as a business capability, not just a compliance function
• Experience building VoC or customer intelligence programs that have materially influenced product or business strategy
• Prior experience at a company (scaling) nationally understands the quality and consistency challenges that come with rapid geographic expansion