Customer Success Manager facilitating success and growth for enterprise customers using Wallet Studio. Collaborating with teams to implement structured account plans and drive customer outcomes.
About the role
- Director of Customer Engagement leading AAA Life’s member communication journey from application to policy issuance. Spearheading omni-channel engagement strategy to improve member experience and retention.
Responsibilities
- Operating within the core values and operating principles of the organization, as the Director of Customer Engagement, you will be in a transformative leadership role responsible for defining and delivering AAA Life’s member communication journey—from application to policy issuance, through policy servicing, and ultimately to beneficiary settlement.
- You will spearhead the design, governance, and execution of a robust, omni-channel engagement strategy focused on improving the member experience, increasing retention, and accelerating time-to-settlement for beneficiaries.
- You will serve as the enterprise owner of AAA Life’s forthcoming member engagement platform while providing leadership over brand governance, creative development, and message alignment across the organization.
- In partnership with cross-functional teams, you will ensure the right message reaches the right member at the right time—balancing compliance, impact, and brand consistency—while driving continuous optimization using data and A/B testing.
Requirements
- Bachelor’s degree in Business, Communications, Marketing, or a related field, or equivalent professional experience.
- Demonstrated experience in customer lifecycle communications, customer experience, marketing automation, CRM, or member engagement roles, ideally within insurance, financial services, or other regulated environments.
- Experience implementing or managing omni-channel customer engagement platforms with measurable impact on customer behavior, retention, or engagement outcomes.
- Knowledge of segmentation strategies, experimentation (e.g., A/B testing), journey orchestration, creative development, and communication compliance requirements.
- Experience leading teams, collaborating across functions, and influencing stakeholders to support shared objectives.
- Ability to analyze complex information and communicate insights clearly through presentations, storytelling, and data visualization.
Benefits
- Relocation Eligibility: Available
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