Lead the CX roadmap across process, technology, product, and marketing-driven improvements.
Drive cross-functional execution to translate priorities into outcomes.
Aggregate customer insights from VOC data, complaints, and leadership input.
Own the VOC platform — validate taxonomy, evolve reporting, find new data sources.
Define service channel strategy: live support, self-service, and automation mix.
Lead CX operations teams and scalable systems and processes.

🎯 Requirements

8+ years leading CX or analytics-driven functions with scaling impact.
Structured insights-to-roadmap process from feedback to work.
Influence roadmaps across product/engineering without direct authority.
Hands-on with data: pull/validate reports from CRM/support platforms.
Experience owning or using a VOC platform as a core responsibility.
People leadership of a multi-function team with clear workstreams.

🎁 Benefits

Salary: see US base range in posting; benefits details at Ethos careers.

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