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Salary: USD 122,000 - 170,000 / annual
Ethos is a life insurance technology company transforming how life insurance is bought, sold, and underwritten through a three-sided platform serving consumers, agents, and carriers. The company offers instant, accessible products with no medical exams required, democratizing access to life insurance.
You will lead the customer experience function as it scales from reactive problem-solving to a proactive, data-driven engine. This is a hands-on leadership role where you'll own the end-to-end CX strategy and execution.
Key responsibilities include: building and executing a prioritized CX roadmap spanning process, technology, product, and marketing improvements; synthesizing customer insights from Voice of Customer data, complaints, escalations, and cross-functional input into a clear, prioritized point of view; owning the Voice of Customer platform including taxonomy validation and reporting evolution; defining and evolving the service channel strategy (live support, self-service, automation); leading CX operational teams and building systems to scale; partnering on customer surveying strategy and platform administration; and directly pulling and validating core reporting from Salesforce and other platforms.
You'll manage a multi-functional team with distinct operational workstreams and influence cross-functional roadmap prioritization across product, engineering, and other leaders without direct authority over their resources. This role requires comfort with ambiguity as the function matures and a genuine passion for building frictionless operations.
