Senior Manager, Customer Experience
Lead the customer experience function at Ethos Life, focusing on building processes and tools to enhance customer satisfaction.
Posted by employer 2 days ago
First seen on Joblaze 1 day ago
Last verified on the company career page 1 day ago
What you'll build
- Own and execute on a prioritized CX roadmap
- Own end-to-end synthesis of customer insight
- Own our Voice of Customer platform
- Lead small operational teams
- Align process, reporting, and insights from operations
Must have
- 8+ years of experience leading customer experience
- People leadership experience managing teams
- Track record of running a structured insights-to-roadmap process
- Demonstrated success influencing roadmap prioritization
- Strong analytical skills
Requirements
- Experience
- 8+ years
Not disclosed in this posting: compensation, visa sponsorship.
Joblaze summary
The Senior Manager of Customer Experience at Ethos Life is responsible for developing and executing a comprehensive customer experience strategy that transitions the company from reactive to proactive engagement. This role requires strong analytical skills and experience in leading customer experience initiatives, with a focus on synthesizing customer insights and driving cross-functional improvements. Ideal candidates will have over eight years of relevant experience and a proven ability to influence stakeholders without direct authority. Ethos is committed to enhancing its customer experience as it continues to innovate in the life insurance technology space.
Joblaze insights
- Listed yesterday — first seen on Joblaze November 4, 2026. Last confirmed on Ethos Life's careers page November 4, 2026.
Quick facts
- Is the Senior Manager, Customer Experience role remote?
- No — this is an on-site role in Bangalore, India.
- How much experience is required?
- At least 8 years of relevant experience for this Senior Manager, Customer Experience role.
- Where is the role based?
- Ethos Life is hiring for this position in Bangalore, India.
- What seniority level is this role?
- Ethos Life targets senior candidates for this position.
- Is this full-time or contract?
- Full-time for this Senior Manager, Customer Experience role at Ethos Life.
From the original posting
About Ethos
About the role
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.
Duties and 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
- 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
Qualifications and Skills:
- 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
#LI-Onsite
#LI-KP2
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.
Standard company text repeated across Ethos Life's postings is omitted here.