Senior Manager, Customer Experience

Ethos is a leading life insurance technology company transforming how life insurance is bought, sold, and underwritten through a three-sided technology platform. The Senior Manager, Customer Experience will build and lead scalable CX processes, tools, Voice of Customer channels, service strategies, operational teams, and data-driven improvements across the customer journey.

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
• Define and evolve our service channel strategy — determining the right mix of live support, self-service, and automation is used to get customers the help they need
• Lead CX operational teams, building the systems, processes, and structure our teams need to scale alongside the business
• Partner with cross functional teams on our customer surveying strategy with full platform administration across customer segments
• Get personally into the data: pull and validate core reporting directly from Salesforce and other platforms rather than relying on others to package insights before you can act on them

Requirements:

• 8+ years experience leading customer experience or similar analytics/insight-driven functions with a demonstrated ability to scale a customer experience function
• 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, engineering, or other functional leaders without direct authority over their teams' resources
• Genuinely hands-on with data: comfortable pulling and validating core reporting directly from CRM/support platforms
• Experience owning or deeply using a Voice of Customer or comparable insight platform as a core, ongoing responsibility
• People leadership experience managing a multi-function team with distinct operational workstreams and disciplines