Director of Customer Experience

What You’re Applying ForWe'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'llBuild and execute multi-year CX strategy for EU markets, letting customer insights reshape your approachLead senior managers and their teams across European countries, setting high standards while keeping execution fastUse data to spot trends and fix problems before they growDrive AI-first solutions that make customer interactions faster and more personalManage outsourced partnerships while maintaining our service standardsBe the executive voice of the customer, identifying pain points and building cases for solutionsBalance customer needs with realistic delivery, making tough calls with empathy and transparencyWhat you'll need12+ years leading customer experience teams, with 5+ years in director-level rolesTrack record scaling CX organizations of 50+ people across multiple marketsInsurance or financial services experience strongly preferredData-driven approach - you let insights win and change course when data points a new directionService excellence mindset - you dig for real solutions that fit each customer's situationDeep insurance product knowledge and ability to explain complexity simplySelf-aware leadership style - you actively seek feedback and stay groundedAcademic degree in Business, Management, or Insurance (Master's preferred)Native or fluent in at least one European language (multilingual highly valued) plus fluent EnglishAbility to work in an office environment at least 3 days a weekEnthusiasm 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.Things to know…Lemonade is an equal opportunity employer committed to diversity and inclusivity. We never discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. If you require reasonable accommodations due to religious beliefs, pregnancy, or disabilities, let us know at any time.