Senior Manager, Customer Experience

About the role

Creating a world-class customer experience is critical to Ethos' mission and will continue to determine our growth and success at the intersection of life insurance and technology. We're looking for a leader who can build the CX processes, tools, and voice-of-customer channels we need to move from reactive problem-solving to a proactive customer experience engine: one that consistently identifies where we're falling short and drives improvements forward, end to end. To succeed in this role, you should be passionate about building frictionless operations and comfortable owning ambiguity as we mature this function.

Duties and Responsibilities:

• Own and execute on a prioritized CX roadmap spanning process, technology, product, and marketing driven improvements, driving cross-functional execution and ensuring priorities translate into delivered outcomes
• Own end-to-end synthesis of customer insight across Voice of Customer data, complaints, escalations, and input from other leaders, translating signals from across the business into one clear, prioritized point of view
• Own our Voice of Customer platform, validating taxonomy accuracy, evolving reporting, and identifying new data sources that should feed the system
• Lead small operational teams focused on resolving complex issues customers encounter and turn recurring problems into root-cause fixes
• Align process, reporting, and insights from operations across stakeholders, and build the feedback loop that carries what the team learns into the Voice of Customer process and the CX roadmap

Qualifications and Skills:

• 8+ years of experience leading customer experience or similar analytics- and insight-driven functions, with a demonstrated ability to scale a customer experience function
• People leadership experience managing teams with distinct operational workstreams and disciplines
• A track record of standing up or running a structured insights-to-roadmap process, turning customer feedback into prioritized, executed work
• Demonstrated success influencing roadmap prioritization across product, technology, or other functional leaders without direct authority over their teams’ resources
• Strong analytical skills, with the ability to size issues, use data to make prioritization calls, and communicate findings clearly to senior stakeholders

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