Director, Customer Engagement Platform

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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 journey—from 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 time—all while ensuring regulatory compliance, maximizing impact through continuous A/B testing, and using data to drive meaningful outcomes.

• Lead the end-to-end communication lifecycle for all policyholders—from 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.

• Serve as the business owner for the enterprise member engagement platform (currently in RFP stage), ensuring it meets communication, compliance, and data requirements.
• Lead the launch and rollout of the platform, working in partnership with IT, vendor partners, and other stakeholders.
• Own and manage member communication preference centers, opt-out mechanisms, and digital identity strategies.
• Build, lead, and mentor a high-performing team of 3–5 customer engagement professionals.
• Provide strategic oversight of day-to-day campaign execution and long-term journey architecture.

• Partner closely with Marketing, Distribution, Compliance, New Business, Claims, Legal, and Technology to align communication initiatives with business priorities.
• Ensure all member-facing communications are compliant with internal standards and regulatory requirements.
• Act as the central point of coordination for messaging strategy across departments.

• Track and report on campaign performance metrics.
• Leverage insights from engagement data to iterate strategy and drive meaningful business impact.
• Champion a test-and-learn approach across all communication efforts.

• Leadership and Team Management:
  Foster a culture of innovation, accountability, and continuous improvement.
• Business Acumen:
  Demonstrates knowledge of the interdependencies of key business processes, functions and risks. Identifies and uses the key financial indicators necessary to measure business performance. Knows the competition; is aware of how strategies and tactics work in the marketplace. Identifies and anticipates customer requirements, expectations, and needs.
• Critical Thinking:
  Critically and logically evaluates the costs, risks, and benefits of alternatives before coming to a solution. Probes and looks past symptoms to determine the underlying causes of problems and issues. Approaches problems holistically, defines connections, linkages, interdependencies and develops solutions.
• Execution/Drives Results:
  Makes quick decisions in high stakes situations, crises, or conditions of uncertainty. Critically and logically evaluates the consequences and implications of alternatives, actions, or decisions.
• Engage and Inspire:
  Encourages others to set challenging goals and high standards of performance. Fosters a sense of energy, ownership, and personal commitment. Creates an environment in which…