Senior Manager, Customer Experience

Our client operates in the life insurance technology sector, addressing challenges around accessibility and complexity in obtaining life insurance. It provides a digital platform that simplifies the purchasing process by eliminating traditional barriers such as medical exams, offering instant products and streamlined online applications. This approach serves consumers, agents, and carriers, aiming to transform how life insurance is bought, sold, and underwritten.

About the Opportunity

The Senior Manager, Customer Experience leads the development and execution of the organization’s customer experience strategy. This role focuses on building proactive CX processes, tools, and feedback channels to identify shortcomings and drive continuous improvements. The position plays a key role in enhancing operational efficiency and ensuring a frictionless experience that supports the organization’s mission.

Responsibilities

• Develop and manage a prioritized CX roadmap involving process, technology, product, and marketing initiatives.
• Synthesize customer insights from various sources, including Voice of Customer data, complaints, and leadership input, to form a clear, prioritized perspective.
• Manage the Voice of Customer platform by ensuring reporting accuracy and integrating new data sources.
• Define and refine service channel strategies to balance live support, self-service, and automation.
• Lead CX operational teams, establishing systems and processes to support scalability.
• Collaborate with cross-functional teams on customer surveying strategies and platform administration.
• Directly analyze core reporting data from CRM and support platforms to inform decisions.

Requirements

• Minimum 8 years of experience leading customer experience or analytics-driven functions.
• Proven ability to establish and manage a structured insights-to-action process.
• Experience influencing cross-functional roadmap priorities without direct authority.
• Proficiency in extracting and validating data from CRM or support platforms.
• Hands-on experience managing or utilizing Voice of Customer or similar insight platforms.
• Leadership experience managing teams with diverse operational disciplines.

Pay

The US national base salary range for this full-time position is $122,000 to $170,000, with individual pay determined by work location, skills, experience, and education. Compensation details reflect base salary only and do not include bonus, equity, or benefits.