Leader, CX Enablement

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

Required

• 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

• Insurance industry background — particularly non-standard personal auto, renters, or high-frequency service environments
• 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