Customer Experience, Senior Manager

We’re looking for an inspiring and strategic CX leader to drive the success of Lemonade’s newest product, Car insurance. This leadership position will play a pivotal role in shaping a product that’s core to the company’s future growth. We’re seeking someone who has a track record of inspiring teams, partnering across the business, and driving performance and KPIs with clarity and momentum.

As a Senior Manager of Customer Experience, you’ll report to the Director and work closely with a diverse mix of individual contributors, from Product to L&D, and all levels within CX. We’re looking for someone who leads with independence, proactively seeks out solutions, and thrives in fast-changing environments. In this role, you’ll guide a high-performing team, driving outcomes that elevate the customer journey, strengthen operational excellence, and push KPI performance to new heights.

In this role you'll

• Lead, inspire, and develop a team of CX professionals, fostering a culture of accountability, growth, and high performance

• Use data to identify emerging trends, inform strategy, and guide team focus toward the most impactful customer and business opportunities

• Drive operational excellence across key CX processes for Car, ensuring accountability, consistency, efficiency, and quality at each touchpoint

• Partner closely with Product, Underwriting, Operations, and cross-functional business leaders to shape workflows, launch improvements, and align on unified outcomes

• Collaborate with partner teams to ensure your team has the training, support, and insights needed to deliver exceptional service

• Champion customer feedback, translating insights into action and helping influence the broader strategy of Lemonade Car

• Report on CX KPIs, performance trends, and strategic initiatives to senior leadership, informing decisions that move the business forward

What you'll need

• 4+ years of experience in a managerial or senior supervisory role, preferably within customer experience or P&C insurance, personal auto experience, a plus

• Bachelor’s degree in Business, Communications, Insurance, or a related field

• Demonstrated success leading teams, coaching performance, and creating an environment where people thrive

• Experience managing a team of 5+ direct reports

• Strong analytical skills with the ability to identify patterns, diagnose issues, and guide data-backed decisions

• A track record of partnering effectively with cross-functional teams toward shared goals

• Excellent organizational, communication, and leadership skills, with a passion for both people and process

• Ability to work and manage in a remote environment

• Enthusiasm about learning and adapting to the exciting world of AI – a commitment to exploring this field is a fundamental part of our culture

*Please note that we are unable to sponsor applicants for work visas

Unfortunately, we cannot consider applicants from these states; Colorado, California, Montana, Hawaii, New Mexico and Puerto Rico.

Lemonade's US base salary range for this full-time position is $85,000 - $100,000 plus equity + benefits. Our salary ranges are determined by role, level, and location. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. Speak to your recruiter to hear more about the specific salary range for your preferred location.

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