Market and Customer Intelligence Lead

We’re looking for a Market and Customer Intelligence Lead to drive strategic decisions across Lemonade by turning customer behavior and market dynamics into actionable insights that fuel growth, optimize operations, and strengthen our position as the world's most loved insurance company. You'll own the intelligence that connects customer needs to business strategy.

In this role you'll:

• Lead comprehensive customer research and analytics to understand behavior, satisfaction, and lifetime value across our millions of users—from onboarding to claims to renewal

• Own business intelligence infrastructure that connects customer data to operational metrics, identifying opportunities to improve efficiency and customer experience

• Monitor customer reviews across various channels, translating insights into actionable strategies that enhance customer satisfaction and drive product improvements.

• Conduct market analysis to understand competitive positioning and category trends, but with focus on how market shifts impact our customers and operations

• Design and execute research methodologies (behavioral analysis, surveys, journey mapping) that uncover why customers choose, stay with, or leave Lemonade

• Present customer-driven recommendations to leadership, ensuring business decisions are grounded in deep understanding of user needs and operational impact

What You’ll Need:

• 7+ years in customer insights, business analytics, or operations strategy with proven impact on business growth and operational efficiency. Consulting or operational experience is a significant advantage.

• Advanced skills in customer analytics, behavioral segmentation, and translating insights into business recommendations.

• Experience building customer intelligence systems that connect user behavior to business metrics and operational outcomes.

• Strong background in research methodologies focused on customer experience, satisfaction measurement, and lifecycle optimization.

• Insurance, fintech, or subscription business experience preferred—understanding customer lifecycle economics and retention drivers.

• Ability to work in an office environment a minimum of 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