Customer Experience Leader

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.
• 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.

Qualifications and Skills:

• 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.