[Remote] Director of Customer Experience, Retention & Service at The Zebra

Austin, Texas, United States

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Not SpecifiedCompensation

N/AExperience Level

N/AJob Type

Not SpecifiedVisa

N/AIndustries

Requirements

8+ years in Customer Experience, Retention, Service Operations, or Contact Center leadership
Demonstrated success driving measurable CX outcomes
Deep understanding of digital servicing experiences (chat, messaging, self-serve journeys)
Proven ability to build and execute programs from scratch
Strong analytical and storytelling skills
Experience leading and developing teams (managers/analysts)
Ability to influence senior stakeholders to drive organizational change
Comfort operating in a regulated or high-accountability environment
Insurance/insurtech experience is a plus

Responsibilities

Own the end-to-end existing customer experience, leading improvements across servicing team and digital channels
Build the Retention operating system, including strategy, roadmap, segmentation inputs, playbooks, governance, and cross-functional execution
Lead and scale a customer feedback engine, managing the Voice of the Customer (VOC) Manager and establishing closed-loop processes
Define and operationalize CX measurement, including CSAT and retention metrics
Partner with Product/Engineering and Operations to drive digital servicing improvements
Build and develop the team, including planning for and hiring a Retention Manager
Build a retention program, including segmentation strategy and measurement
Influence senior stakeholders to drive organizational change

The Zebra

Online platform for insurance quote comparison

About The Zebra

The Zebra operates in the insurance comparison market, helping consumers quickly find car and home insurance quotes. Users can enter their personal information and coverage needs on the platform, which then displays quotes from over 100 trusted insurance providers in about 90 seconds. This process allows individuals to compare rates side by side, making it easier to choose the best option without contacting multiple companies. Unlike many competitors, The Zebra offers this service for free, earning revenue through partnerships with insurance providers when users select a quote. The goal of The Zebra is to simplify the insurance shopping experience, providing transparency and saving consumers money.

Austin, TexasHeadquarters

2012Year Founded

$246.7MTotal Funding

LATE_VCCompany Stage

Fintech, Financial ServicesIndustries

201-500Employees