Remote: CX Strategy & Insights Lead

Peterson Ventures; United States; On-site; USD 122,000 - 170,000; Full time

Job summary

Ethos, a leading life insurance technology company, is seeking a CX leader to build a proactive customer experience engine that scales. You will shape processes, tools, and voice-of-customer channels to move from reactive support to strategic improvement.

You will own the CX roadmap, manage data-driven insights from Salesforce and other platforms, and partner with product, engineering, and marketing to deliver frictionless customer experiences at scale for the US market.

Qualifications

• 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.

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.

Skills

Customer experience leadership

Roadmap prioritization

Cross-functional collaboration

Data analysis

Voice of Customer

People leadership

Tools

Salesforce

CRM platforms

Job description

Ethos, a leading life insurance technology company, is seeking a CX leader to build a proactive customer experience engine that scales. You will shape processes, tools, and voice-of-customer channels to move from reactive support to strategic improvement.

You will own the CX roadmap, manage data-driven insights from Salesforce and other platforms, and partner with product, engineering, and marketing to deliver frictionless customer experiences at scale for the US market.