Director, Customer Experience & Insights

Ethos-Life; San Francisco (CA); On-site; USD 122,000 - 170,000; Full time

Job summary

Ethos is seeking a senior leader to build and scale a world-class CX function, developing end-to-end processes, tools, and voice-of-customer channels. You will drive proactive improvements by synthesizing cross-functional feedback and owning the customer insight platform, reporting, and data governance.

You will lead CX operations, partner with product and engineering, and shape surveying and feedback strategies to reduce friction and improve the customer experience at scale.

Qualifications

• 8+ years leading customer experience or analytics functions.
• Track record of turning customer feedback into a prioritized roadmap.
• Influencing roadmap prioritization across product/engineering without direct authority.
• Hands-on with data: pulling reports from CRM/support platforms.
• Experience owning or using a Voice of Customer platform.

Responsibilities

• Own and execute a CX roadmap spanning process, tech, product, and marketing improvements.
• Synthesize customer insights from Voice of Customer data, complaints, and escalations.
• Own the Voice of Customer platform: taxonomy, reporting, data sources.
• Define and evolve service channel strategy (live support, self-service, automation).
• Lead CX operational teams and scale systems and processes.
• Partner with teams on customer surveying strategy across segments.
• Extract insights directly from Salesforce and other platforms.

Skills

CX leadership

Insights-to-roadmap

Data-driven decisions

Cross-functional collaboration

People leadership

Tools

Salesforce

CRM platforms

Voice of Customer platform

Job description

Ethos is seeking a senior leader to build and scale a world-class CX function, developing end-to-end processes, tools, and voice-of-customer channels. You will drive proactive improvements by synthesizing cross-functional feedback and owning the customer insight platform, reporting, and data governance.

You will lead CX operations, partner with product and engineering, and shape surveying and feedback strategies to reduce friction and improve the customer experience at scale.