Leader,CXStrategy&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 C