Customer Experience Lead

King River Capital Group; Amsterdam; On-site; EUR 85,000 - 110,000; Full time

Job summary

Cover Genius is seeking a Senior Associate II, Customer Integrations to translate the voice of the customer into operational strategies across partner onboarding, product changes, and process improvements. You will coordinate readiness activities and ensure front-line teams are prepared for launch.

Use both quantitative and qualitative analysis of the customer journey to maximize value for partners and customers.

Qualifications

• 5+ years leading partner-facing programs in tech/fintech/insurance or SaaS.
• Ability to shape end-to-end operational workflows and cross-functional delivery.
• Strong stakeholder management and influence without direct authority.
• Experience running continuous improvement workshops with internal/external stakeholders.
• Analytical skills to spot trends using data and basic SQL tooling.
• FMEA experience with structured mitigation plans.
• Experience producing workflows, SOPs, checklists, or customer journeys.
• Ability to explain operational impact of design decisions to diverse audiences.
• Background in regulated industries (insurance, banking, payments).
• Experience with agile or scaled agile delivery models.

Responsibilities

• Lead readiness for new partner integrations and growth initiatives.
• Consolidate partner, product and insurance requirements into operational briefs.
• Identify launch risks early and outline cost/effort/customer impact trade-offs.
• Represent Customer Operations in partner business reviews and RFP assessments.
• Generate customer experience and operational insights to improve outcomes.
• Maintain and lift readiness artefacts (templates, handovers, guides, governance).

Skills

Partner Programs

Ops workflows

Stakeholder influence

Process improvement

SQL analytics

FMEA

Operational artifacts

Communication impact

Regulated industries

Agile delivery

Education

Degree in engineering, business, analytics, or operations

Job description

About the Company

Cover Genius is a Series E insurtech that protects the global customers of the world’s largest digital companies including Booking Holdings, Booking.com, Intuit, Hopper, Skyscanner, Ryanair, Turkish Airlines, Descartes ShipRush, Zip and SeatGeek. We’re available at Amazon, Flipkart, eBay, Wayfair and SE Asia’s largest company, Shopee. Our partners integrate with XCover, our award-winning insurance distribution platform, to embed protection for millions of customers worldwide each year. Our team and products have been recognized with awards including by the Financial Times who ranked Cover Genius as the #1 fastest growing company in APAC in 2020. Our diverse team across 20+ countries and many language groups commits itself to diverse cultural programs, including CG Gives which funds development initiatives in global communities.

Our People are Bold, Authentic, Purposeful and Inspired

Our People are not Perfect, Traditional, Complacent or Cautious

About the Role

The Senior Associate II, Customer Integrations embodies the voice of the customer to internal and external stakeholders to shape partner and underwriter solution strategies, product changes, and internal process improvements that epitomize operational excellence and customer value. Through both quantitative and qualitative analysis of the end-to-end customer journey, our goal is to ensure we are maximizing the value and impact to our partners and customers.

When Cover Genius onboards a new distribution partner, this role manages all aspects of partner integration from a customer-operational perspective: incorporating operational requirements and the voice of the customer into the design process, coordinating readiness activities internally and ensuring front-line teams are prepared for launch.

Key Responsibilities

• Lead operational readiness for new partner integrations and growth initiatives
• Consolidate partner, product and insurance requirements into operational briefs
• Enable external and internal teams, ensuring programs are successfully set up by identifying launch risks early and outline trade-offs with clear impacts on cost, effort, customer experience, and delivery timelines
• Represent Customer Operations in business reviews with partners, and RFP program assessments as the operational subject matter expert
• Generate customer experience and operational insights to drive better customer outcomes, aligned with our partners and Cover Genius strategy and goals
• Maintain and lift organisational standards for readiness artefacts (templates, handovers, guides, governance)

Skills & Experience

• 5+ years leading partner-facing programs that involve onboarding, operational design, or readiness planning in tech, fintech, insurance or SaaS environments
• Demonstrated ability to shape end-to-end operational workflows and navigate cross-functional delivery cycles.
• Strong stakeholder management across distribution partners, and cross-functional internal teams, with demonstrated ability to influence outcomes without direct authority
• Experience facilitating continuous improvement workshops with internal and external stakeholders, including requirements clarification, solution walkthroughs, operational feasibility discussions, and readiness checkpoints
• Analytical capability to spot trends, patterns, and operational improvement opportunities or risks using data, dashboards, or basic SQL/analytics tooling
• Track record in FMEA and driving structured mitigation plans
• Experience producing high-quality operational artifacts, including workflows, SOPs, checklists or customer journeys
• Ability to communicate the operational impact of design decisions clearly to both technical and non-technical stakeholders
• Background working within regulated or compliance-conscious industries (insurance, banking, payments, travel, healthcare) is highly regarded
• Familiarity with cross-functional program delivery models (agile, scaled agile, phased delivery, or similar norms in SaaS/tech/insurance delivery)
• Degree in engineering, business, analytics, or operations discipline beneficial but not essential

What you will have:

• Strong leadership through influence, planning discipline and operational judgement
• Clear, structured communicator in front of external and internal stakeholders
• Comfortable managing multiple and fast-changing priorities in parallel
• Makes decisions based on feasibility, data and organisational priorities
• Trusted to clearly articulate how a program will operate at launch and at scale across customer, operational and technical workflows
• Takes ownership of readiness without needing direction
• Succeeds without accountability for people leadership or system builds

Why Cover Genius?

Cover Genius not only cares about being the best in our industry, we care about our team. We’re a business that understands life can be fluid and so we flex to ensure we provide the environment to suit that. What does that mean?

Flexible Work Environment - Our teams are hybrid. We work from home on Wednesdays and Thursday and attend the office on Monday, Tuesday and Friday with flexibility around start/finish times.

Employee Stock Options - we want our people to share in our success, we reward them with ownership for their contribution in creating a world-class company.

Work with like-minded people who are passionate about both the work we\'re doing and giving back. Our CG Gives programs enable us to all become philanthropists through our peer recognition and rewards system.

Social Initiatives - pictures speak a thousand words!

Sounds interesting? If you think you have the best composition of the above, send us your resume and let\'s chat!

Diversity statement: Cover Genius promotes diversity and inclusivity. We don\'t tolerate discrimination, demeaning treatment of anyone, or harassment due to race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or any other legally protected status.

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