We’re searching for a Vice President of Claims Experience who will be responsible for improving and maintaining a large claims team that is rapidly scaling across diverse products and geographies. We’re looking for someone who’s excited to introduce AI into the claims experience, in collaboration with the Product team, by fusing their expertise with our cutting-edge technology to replace legacy systems and reduce human touchpoints.

Reporting to the SVP of Customer Operations, you will ensure the overall success of Lemonade’s claims experience by delivering a best in class customer experience, motivating and inspiring our largest team of Lemonade Makers. You’ll be responsible for achieving operational and financial claims objectives while maintaining compliance standards and handling processes.

You will be part of the senior leadership so everyone from C-level leadership, to senior managers, to first-time claims advocates will utilize your expertise, opinion, and feedback to create the best claims experience in the industry.

In this role you'll

You’ll work with AI to replace legacy systems and reduce human touchpoints
Work closely with our Product team to influence and drive automation solutions
Collaborate with key stakeholders on major initiatives and strategies to achieve company objectives
Solve complex problems before they surface and drive accountability by being data-driven and creative
Communicate to a wide range of stakeholders and audiences, inclusive of C-level executives
Drive engagement and retention through the investment and development of your directors, senior managers, and leadership teams

What you'll need

9+ years of experience in a large scale, contemporary company focused around claims, operations, or customer experience
7+ years of experience managing and leading teams at Director level and above
Ability to motivate and inspire a large organization while driving a high level of accountability
Strategic thinker who is able to develop a 5-year plan for Claims Experience and execute it through annual initiatives
Very comfortable with metrics that drive a customer-facing service team
Working knowledge of business operations including financial reporting, trend analysis, and risk management
Enthusiasm about the utilization of tech (especially AI) to create beautiful experiences while driving down costs
Ability to run and manage organizations remotely
A genuine love for building relationships that can support cross-functional initiatives

Lemonade's US base salary range for this full-time position is $250,000- $285,000 + equity + benefits. Our salary ranges are determined by role, level, and location. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. Speak to your recruiter to hear more about the specific salary range for your preferred location.

Unfortunately, we cannot consider applicants from these states;Colorado, California, Montana, Hawaii, New Mexico and Puerto Rico.

Lemonade remote jobs

Vice President, Claims Experience