Customer Experience Learning & Enablement Lead

Overview

The CX Learning & Enablement Lead is the on-site learning partner for Clover’s Houston Customer Experience Hub. This role sits at the intersection of Talent Development, Customer Experience, and Quality, responsible for building frontline capability, accelerating readiness, and improving call outcomes through targeted training, coaching, and AI enablement.

This role is physically embedded within the CX Floor daily to maintain real-time alignment with call drivers, member needs, and supervisor priorities. Operating with a high degree of autonomy, this role serves as the day-to-day learning leader on the floor, translating CX priorities into actionable development, coaching, and performance interventions. You will build experiences that shift behavior in the flow of work, not classroom-only training.

This role reports into the Director, Talent Development and works in close partnership with the Director, Customer Experience. The CX Learning & Enablement Lead must be fluent in both English and Spanish. The role requires a flexible work schedule, including availability Monday through Sunday, aligned with call center operational needs.

• You have 3–5+ years of experience in CX training, call center coaching, or frontline team development.
• You are a confident facilitator, comfortable leading both new hires and tenured employees.
• You have experience analyzing call data, QA insights, and performance metrics to inform learning.
• You can translate complex processes into simple, teachable content.
• You are skilled at stakeholder management and can influence across multiple leaders and teams.
• Bonus points if you have experience in healthcare, regulated environments, AI-enabled tools, LMS platforms, or behavior change methodologies.

• Deliver high-impact onboarding for new CX team members, focused on call flow mastery, empathy, compliance, and AI-enabled tools.
• Facilitate ongoing upskilling sessions across call handling, communication, escalation and de-escalation, and systems proficiency.
• Coach individuals and teams using QA findings, call audits, and CX leadership insights to improve call quality and resolution outcomes.
• Translate CX processes, playbooks, and quality standards into clear, actionable training experiences.
• Build microlearning, simulations, practice labs, and scenario-based exercises aligned to real call drivers.
• Partner with QA to monitor call trends, identify performance gaps, and design targeted learning interventions.
• Support calibration sessions to maintain consistent quality standards across teams.
• Serve as an early warning system for defects, friction points, or emerging member experience risks.
• Lead train-the-trainer efforts to build facilitation and coaching capability among CX leads.
• Maintain accurate training records in the LMS and partner with Talent Development on learning analytics and reporting.
• Forecast training demand and readiness needs based on seasonality, product changes, and evolving call patterns.
• Lead adoption of AI-enabled tools for call support, practice simulations, coaching, and QA automation.
• Act as a feedback loop between frontline realities and Talent Development strategy, influencing process and product improvements when needed.

• Financial Well-Being:
  Competitive base salary and equity opportunities, plus a performance-based bonus program, 401k matching, and regular compensation reviews.
• Physical Well-Being:
  Comprehensive medical, dental, and vision coverage.
• Mental Well-Being:
  Initiatives such as No-Meeting Fridays, monthly company holidays, access to mental health resources, and a generous flexible time-off policy.
• Professional Development:
  Internal talent development programs, mentorship, professional development funding, and regular performance feedback and reviews.

• Employee Stock Purchase Plan (ESPP) offering discounted equity opportunities
• Paid parental leave for all new parents
• And much more!

We are reinventing health insurance by combining the power of data with human empathy to keep our members healthier. We believe the healthcare system is broken, so we have created custom software and…