Bilingual Customer Experience Learning & Enablement Lead

The Customer Experience Learning & Enablement Lead is the on-site learning partner for Clover’s Houston Customer Experience Hub. This role sits at the intersection of Talent Development, Customer Experience, and Quality, responsible for building frontline capability, accelerating readiness, and improving call outcomes through targeted training, coaching, and AI enablement.

This role is physically embedded within the CX Floor daily to maintain real-time alignment with call drivers, member needs, and supervisor priorities. Operating with a high degree of autonomy, this role serves as the day-to-day learning leader on the floor, translating CX priorities into actionable development, coaching, and performance interventions. You will build experiences that shift behavior in the flow of work, not classroom-only training. This role reports into the Director, Talent Development and works in close partnership with the Director, Customer Experience. The CX Learning & Enablement Lead must be fluent in both English and Spanish. The role requires a flexible work schedule, including availability Monday through Sunday, aligned with call center operational needs.

As a Customer Experience Learning & Enablement Lead, you will:

1. Training & Facilitation

• 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.

2. Curriculum Development & Enablement

• 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.

3. Quality & Performance Alignment

• 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.

4. Cross-Functional Collaboration

• 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.

5. Learning Operations, LMS, & Governance

• 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.

6. AI-Enabled Coaching & Readiness

• Lead adoption of AI copi