About the job
The Customer Experience Learning & Enablement Lead serves as the primary learning partner at Clover Health’s Customer Experience Hub in Houston. This pivotal role integrates Talent Development, Customer Experience, and Quality to enhance frontline capabilities, expedite readiness, and elevate call outcomes through strategic training, coaching, and AI integration.
This position is embedded on the CX Floor daily, ensuring real-time synchronization with call drivers, member requirements, and supervisory priorities. Operating with considerable independence, you will act as the learning leader on-site, translating CX priorities into tangible development strategies, coaching, and performance improvement initiatives. Your focus will be on creating engaging experiences that foster behavioral change in real-time rather than relying solely on traditional classroom training. This role reports to the Director of Talent Development while collaborating closely with the Director of Customer Experience. Proficiency in both English and Spanish is essential, and a flexible work schedule, including availability seven days a week, is required to align with call center operations.
As the Customer Experience Learning & Enablement Lead, your responsibilities will include:
- Providing impactful onboarding for new CX team members, emphasizing call flow expertise, empathy, compliance, and AI-enabled tools.
- Conducting ongoing upskilling sessions focusing on call handling, communication, and systems proficiency.
- Coaching individuals and teams by utilizing QA insights, call audits, and leadership feedback to enhance call quality and resolution rates.
- Translating CX processes and quality standards into clear, actionable training experiences.
- Developing microlearning modules, simulations, practice labs, and scenario-based exercises aligned with actual call drivers.
- Collaborating with Quality Assurance to track call trends, identify performance gaps, and design tailored learning interventions.
- Facilitating calibration sessions to ensure uniform quality standards across teams.
- Acting as an early warning system for potential issues, friction points, or emerging risks to the member experience.
- Leading train-the-trainer initiatives to enhance facilitation and coaching skills among CX leads.
- Maintaining accurate training records in the Learning Management System (LMS) and partnering with Talent Development on learning analytics and reporting.
- Anticipating training demands and readiness needs based on seasonal shifts, product updates, and changing call patterns.
- Championing the adoption of AI-enabled tools for call support, practice simulations, coaching, and QA automation.

