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Clover Health · 10 hours ago

Bilingual Customer Experience Learning & Enablement Lead

Houston, Texas, United States

Full-time

Onsite

Mid, Senior Level

3+ years exp

Clover Health is reinventing health insurance by combining data with human empathy to enhance member health. The Customer Experience Learning & Enablement Lead will be responsible for developing training programs and coaching to improve customer experience and call outcomes within the Houston Customer Experience Hub.

Health CareHealth InsuranceHospitalMedical

Responsibilities

Deliver high-impact onboarding for new CX team members, with a focus on call flow mastery, empathy, compliance, and AI-enabled tools using a blend of proven facilitation techniques and fresh, interactive, tech-enabled approaches

Facilitate ongoing upskilling sessions (call handling, communication, escalation management, de-escalation, systems proficiency)

Coach individuals and teams based on QA findings, call audits, and CX leadership insights

Introduce innovative elements into traditional training (e.g., scenario variations, simulation labs, reflective practice, AI-guided coaching)

Encourage experimentation, continuous improvement, and curiosity in the learning environment

Train the trainer model to upskill leads with capability building and coaching skills for their pods and to lead group trainings

Translate CX processes, playbooks, and quality rubrics into clear, actionable training modules

Build microlearning, simulations, practice labs, and scenario-based exercises tied to real call drivers

Collaborate with Talent Development to align content with the broader skills framework (e.g., service excellence, problem-solving, AI fluency)

Build 'scenario engines' using real call drivers, varied levels of difficulty, and branching logic

Leverage synthetic voice/call simulations to scale practice without relying on trainers

Partner with CX leaders to ensure all training reflects current operational priorities, regulatory requirements, and member experience standards

Drive frontline capability in hospitality, resolution quality, and first-contact resolution

Partner with QA to monitor call data, QA trends, and performance dashboards to identify training needs

Develop targeted interventions for underperforming reps and emerging call patterns

Support calibration sessions with CX and QA to keep quality standards consistent

Serve as an early warning system for defects or friction in the member journey

Influence product/process improvements through insights surfaced during training and coaching

Partner with CX leaders to diagnose root causes of performance issues and design non-training solutions when appropriate

Work closely with CX leadership, Talent, QA, and Talent Development to coordinate training cycles and readiness

Serve as a subject-matter expert for new processes, tools, and policy rollouts

Act as a feedback loop between frontline realities and Talent Development strategy

Maintain accurate training records in the LMS; track attendance, completions, and skill attainment

Partner with Talent Development on learning analytics and report meaningful insights to leadership

Ensure ADA compliance, adult learning design standards, and audit readiness for training documentation

Monitor leading indicators of readiness: time to proficiency, early QA signals, error patterns, call intent patterns

Forecast training load and capability gaps based on seasonality, product changes, and call drivers

Lead adoption of AI copilots for call flow support, knowledge surfacing, and practice simulations

Partner with AI/Tech teams to refine prompts, workflows, and knowledge retrieval for CX agents

Use AI tools for real-time coaching, QA automation, and performance predictions

Qualification

CX training experienceBilingual (English/Spanish)Facilitation skillsCall data analysisAI tools knowledgeLMS platforms experienceStakeholder managementBehavior change knowledgePerformance consultingLearning experience design