Performance Lead, Customer Experience

The Performance Lead, Customer Experience is an advanced-level position responsible for leading and mentoring a team of Customer Care Advisors (CCAs). This role provides expert guidance on complex customer and agent inquiries and drives overall performance and efficiency through coaching and process improvement. The ideal candidate will be a customer-obsessed, empathetic team player with a passion for cultivating talent and empowering their team to deliver a world-class customer experience.

This role reports directly to the Customer Experience Manager, Performance & Efficiency and is open to hybrid in our Dallas office or Remote (US). #LIREMOTE

- Provide expert advice and guidance to Customer Care Advisors on customer inquiries across all channels.

- Resolve complex customer and agent issues, including managing escalations.

- Lead, mentor, and coach a team of Customer Care Advisors, fostering a positive team culture.

- Identify and implement process improvements to enhance performance and efficiency and the overall customer experience.

- Lead and contribute to department projects and initiatives.

- Conduct quality assurance reviews, provide feedback, and generate reports.

- Build and maintain relationships with vendors and enterprise partners.

- Represent the team in meetings and act as a delegate for the CX Manager.

- Monitor key operational processes, conduct business testing, and participate in audits.

- Analyze team performance, identify trends, and provide feedback.

- Support team performance management through regular reviews and feedback.

- Strong understanding of life insurance customer issues, operational processes, and relevant regulations.

- Proficient with Customer Relationship Management (CRM) systems.

- Leadership: Ability to guide a team by leading department initiatives, making decisions, and managing performance.

- Customer-Centric: A strong focus on customer needs, with a deep understanding of our products and services.

- Communication: Excellent written and verbal communication skills, including the ability to provide clear and effective coaching and feedback.

- Problem-Solving: Ability to perform research and analysis on complex items and develop solutions.

- Adaptability: Comfortable working in a fast-paced environment with ambiguity and changing priorities.

- Collaboration: Strong teamwork and interpersonal skills, with the ability to collaborate effectively with cross-functional teams and external partners..