Overview

How You’ll Work

Work Solution: HybridRelocation Eligibility: Not Available

Responsibilities

What You’ll DoAs the Senior Manager, Customer Experience, you will identify, prioritize, and advance opportunities that improve customer experiences and drive measurable business outcomes across the enterprise. Working across Distribution, Marketing, Research, Brand, Operations, Technology, and other business functions, you will align member needs, business objectives, and enterprise capabilities while helping shape customer experience strategy and enabling informed investment decisions. You will operate across multiple altitudes—shaping long-term vision and roadmaps while driving near-term improvements that deliver tangible results. As a trusted partner across the organization, you will influence strategy, prioritization, and capability development across digital experiences, member engagement programs, and customer-facing platforms, including strategic ownership of the customer engagement platform. This role requires strong strategic thinking, cross-functional influence, and the ability to translate insights into meaningful action.

 

Key Responsibilites

• Lead Customer Experience practice specialists in the design and execution of AAA Life's customer experience strategy by identifying, prioritizing, and advancing opportunities that improve member and agent experiences while delivering measurable business outcomes.
• Lead and support customer experience initiatives spanning digital properties, channels, and both member and agent-facing platforms to deliver seamless, integrated customer experiences.
• Drive customer experience improvement by partnering with business and technology teams to leverage technology platform capabilities, define business requirements, collaborate on integration strategies, and measure enhancements that create value for members and the organization.
• Serve as the business owner for the enterprise engagement platform, leading capability definition, requirements development, roadmap planning, implementation, and ongoing campaign operations to drive personalized member engagement and measurable business results.
• Develop and manage customer experience roadmaps, feature prioritization, and investment recommendations, balancing quick wins with long-term strategic initiatives aligned to member needs and business objectives.
• Steer end-to-end customer journey strategy across digital and assisted channels, identifying pain points, reducing friction, and applying customer-centered design principles to improve engagement, trust, and ease of doing business. Leverage member insights, voice-of-customer feedback, analytics, and performance metrics to inform decisions, evaluate outcomes, and drive continuous improvement through experimentation and optimization.
• Lead and develop customer experience talent while partnering with stakeholders across Distribution, Marketing, Brand, Research, Operations, Product, and Technology to build alignment, shape strategic decisions, and advance customer experience outcomes across the enterprise.

Qualifications

Basic Qualifications

• Bachelor's degree in Business, Marketing, Technology, or related field from an accredited university
• 10+ years of experience in customer experience, digital strategy, product strategy, or related roles.
• 8+ years of people leadership experience, including team development, coaching, performance management and talent development
• Experience leading cross-functional initiatives involving business, technology and customer-facing platforms

Preferred Qualifications

• Design Thinking and/or Customer Experience Certification
• People leadership spanning customer experience and technology disciplines
• Experience leading in cross-functional, matrix organizations
• Experience working within Agile product delivery environments
• Experience working within highly regulated business environments

 

While performing the duties of this job, the employee is frequently required to stand, walk, sit, use hands and fingers to handle, or feel, talk, hear, and concentrate. Specific vision abilities required by this job include close vision, distance 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 accommodation will be made for otherwise qualified applicants as needed to enable them to fulfill these requirements.