Director, Customer Engagement Platform

Director of Customer Engagement

Operating within the core values and operating principles of the organization, the Director of Customer Engagement is a transformative leadership role responsible for defining and delivering AAA Life's member communication journeyfrom application to policy issuance, through policy servicing, and ultimately to beneficiary settlement. This leader will spearhead the design and implementation of a robust, omni-channel engagement strategy focused on improving the member experience, increasing retention, and accelerating time-to-settlement for beneficiaries.

This role will own the implementation and ongoing management of AAA Life's forthcoming member engagement platform and will build a scalable strategy for outreach via text, email, phone, and mail. The Director will partner cross-functionally to ensure the right message reaches the right member at the right timeall while ensuring regulatory compliance, maximizing impact through continuous A / B testing, and using data to drive meaningful outcomes.

Responsibilities

Customer Engagement Strategy and Execution :

• Lead the end-to-end communication lifecycle for all policyholdersfrom the start of application to final beneficiary payment.
• Collaborate with business units (New Business, Claims, Underwriting, Distribution, etc.) to map the member journey and identify communication opportunities that improve key outcomes (e.g., placed rate, lapse rate, SQI).
• Define and continuously refine member segmentation strategies to personalize outreach and improve response rates.
• Design and run A / B tests and iterative experiments to optimize communication timing, messaging, and delivery channels.

Platform Ownership and Implementation :

Cross-Functional Collaboration :

Measurement, Optimization, and Reporting :

Qualifications

Education / Experience :

Essential Job Functions :

While performing the duties of this job, the employee is frequently required to stand, walk, sit, use hands to finger, handle, or feel and talk or hear. Specific vision abilities required by this job include close vision, distance vision, color vision, depth perception, and ability to adjust focus.

This job requires the ability to perform duties contained in the job description for this position, including, but not limited to, the above requirements. Reasonable accommodations will be made for otherwise qualified applicants as needed to enable them to fulfill these requirements.