Senior Manager, Customer Experience

India·Bangaloresenior

Customer SuccessCustomer Experience

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Quick Summary

Key Responsibilities

Own and execute on a prioritized CX roadmap spanning process, technology, product, and marketing driven improvements,

Requirements Summary

8+ years of experience leading customer experience or similar analytics- and insight-driven functions,

Technical Tools

Customer SuccessCustomer Experience

About the Role

~1 min read

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.

Responsibilities

~1 min read

→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

Requirements

~1 min read

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

Don’t meet every single requirement? If you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyway. At Ethos we are dedicated to building a diverse, inclusive and authentic workplace.

We are an equal opportunity employer. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. Pursuant to the SF Fair Chance Ordinance, we will consider employment for qualified applicants with arrests and conviction records.

To learn more about what information we collect and how it may be used, please refer to our California Candidate Privacy Notice.

Recruitment Notice: Please be aware of recruitment scams. All legitimate communication from our team will only come from email addresses ending in @ethos.com or @getethos.com.

We will never ask for payment, banking details, or sensitive personal information during the hiring process. If you are contacted by someone claiming to represent us from a different email address, please treat it as fraudulent.