AAA Life Insurance Company · 16 hours ago
Director, Customer Engagement
Livonia, MI
Full-time
Hybrid
Lead/StaffAAA Life Insurance Company is a respected American brand focused on Life Insurance and Annuity Products. The Director of Customer Engagement will lead the strategy and execution of member communication, enhancing the member experience and driving retention through a robust engagement platform.
Financial ServicesInsuranceLife Insurance
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
Lead the end-to-end communication lifecycle for all policyholders, from application through beneficiary payment, ensuring experiences reflect AAA Life’s values of clarity, empathy, and trust
Apply sound business acumen and critical thinking to collaborate cross-functionally (New Business, Claims, Underwriting, Distribution, Marketing, Technology) to map the member journey and identify strategies that improve placed rate, lapse rate, SQI, and other key outcomes
Define and continuously refine member segmentation strategies to enable personalized, targeted, and impactful engagement across channels
Design and execute A/B tests, pilot programs, and iterative experiments to optimize messaging, timing, content, and channel effectiveness, driving measurable customer and business results
Serve as the brand steward for all member-facing communications, ensuring consistency, compliance, and alignment with AAA Life’s brand voice and visual identity
Lead the development and governance of communication standards, templates, and quality controls to enable scalable, high-quality engagement across departments
Oversee creative development for engagement campaigns, partnering with Marketing and Compliance to ensure on-brand, customer-centric, and compliant communications
Serve as the business owner for the enterprise member engagement platform, providing strategic oversight to ensure alignment with communication, compliance, CX, and data requirements
Lead platform implementation, rollout, and enterprise adoption in partnership with IT, vendors, and key stakeholders, exercising sound judgment in complex or ambiguous environments
Provide strategic direction for day-to-day campaign execution, long-term journey architecture, and regulatory communication requirements
Build, lead, and support a high-performing team of customer engagement professionals, fostering accountability, innovation, and continuous improvement
Partner closely with Marketing, Distribution, Compliance, Legal, Technology, Claims, and Operations to align communication strategies with enterprise priorities
Champion customer-centered change by ensuring initiatives are implemented with clear communication, metrics, and cross-functional alignment
Serve as the central point of coordination for messaging alignment, governance, and enterprise-wide communication strategy
Track, analyze, and communicate performance insights across campaigns, journeys, and channels to inform decision-making and stakeholder alignment
Leverage data, VOC, and segmentation insights to evaluate trade-offs, identify risks and opportunities, and continuously improve customer and business outcomes
Champion a test-and-learn culture that encourages experimentation, iteration, and measurable impact across all member communication efforts
Qualification
Required
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
Preferred
Master's Degree in Business, Marketing, Communications, or a related discipline
Experience managing vendor partnerships and supporting or leading platform implementations or enterprise technology rollouts
Company
AAA Life Insurance Company
AAA Life Insurance Company is fueled by our mission of providing financial security and peace of mind to AAA members through our life insurance products, delivering on the outstanding customer service that members have come to expect from the AAA brand.
Founded in 1969
501-1000 employees
H1B Sponsorship
AAA Life Insurance Company has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (6)
2024 (7)
2023 (9)
2022 (3)
2021 (1)
2020 (1)
Funding
Current Stage
Late StageLeadership Team
Philip Walker
President & Chief Executive Officer
Betty Schick
Senior Vice President Chief Experience Officer
Recent News
Hindu Business Line
2026-01-06
Hindu Business Line
2025-08-17
Company data provided by crunchbase