We are building a customer-centric, data-driven insurance business where experience is not an afterthought—it is the product.

As we grow, we need someone who can design, manage, and continuously improve the experience for both sides of our ecosystem: our customers (policyholders) and our partners (insurance companies and brokers).

This role makes sure everyone we work with—customers and partners—has a smooth, reliable, and valuable experience.

You will connect the dots between expectations and reality, and make sure both sides stay satisfied, engaged, and aligned.

• Own and improve the end-to-end experience for customers and insurance partners
• Map and optimize customer and partner journeys across all touchpoints
• Identify pain points and friction in processes—and fix them
• Work closely with product, operations, and commercial teams to improve experience
• Manage relationships with insurance companies and brokerage partners
• Gather and analyze feedback from customers and partners to drive improvements
• Define and track experience KPIs (NPS, CSAT, retention, partner satisfaction, etc.)
• Ensure consistency and quality of service across channels
• Design and implement experience standards, guidelines, and processes
• Act as the voice of customers and partners in the company
• Experience in customer experience, partner management, operations, or similar roles (+5 years)
• Experience in insurance, fintech, or platform-based businesses is a strong plus
• Strong understanding of customer journey mapping and service design
• Ability to work with data and translate feedback into actionable improvements
• Experience managing B2B relationships is a huge plus (ideally with insurance companies or brokers)
• Familiarity with CX tools, CRM systems, or feedback platforms and operations

We are looking for someone who doesn’t just manage experience and operations—but builds a seamless, trusted, and scalable ecosystem for both customers and partners.