Director of Customer Experience

We're looking for a Director of Customer Experience to help scale our AI-powered service model across Europe as we grow from startup to the region's most loved insurance company.

You'll shape how millions of European customers experience Lemonade - from their first quote to their fastest claim. This means building the strategy, leading distributed teams, and championing customer voices at the executive level. You'll work with Product, Engineering, and Claims to make every touchpoint feel instant, helpful, and personal.

Our European expansion runs on AI-first thinking paired with human empathy. You'll scale teams across multiple markets, manage strategic partnerships, and use predictive data to solve problems before customers even know they exist. Your work directly sets the standard for speed, empathy, and ethical service across the region.

In this role you'll

• Build and execute multi-year CX strategy for EU markets, letting customer insights reshape your approach

• Lead senior managers and their teams across European countries, setting high standards while keeping execution fast

• Use data to spot trends and fix problems before they grow

• Drive AI-first solutions that make customer interactions faster and more personal

• Manage outsourced partnerships while maintaining our service standards

• Be the executive voice of the customer, identifying pain points and building cases for solutions

• Balance customer needs with realistic delivery, making tough calls with empathy and transparency

What you'll need

• 12+ years leading customer experience teams, with 5+ years in director-level roles

• Track record scaling CX organizations of 50+ people across multiple markets

• Insurance or financial services experience strongly preferred

• Data-driven approach - you let insights win and change course when data points a new direction

• Service excellence mindset - you dig for real solutions that fit each customer's situation

• Deep insurance product knowledge and ability to explain complexity simply

• Self-aware leadership style - you actively seek feedback and stay grounded

• Academic degree in Business, Management, or Insurance (Master's preferred)

• Native or fluent in at least one European language (multilingual highly valued) plus fluent English

• Ability to work in an office environment at least 3 days a week

• 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 this role requires authorization to work in the European Union.