Vice President, Claims Experience
Lemonade completely reinvented how insurance works. As a customer-centric tech company, we created an insurance experience that is smart, instant, and delightful.
At Lemonade, you’ll be working with a group of like-minded makers, who get a kick out of moving fast and delivering great products. We surround ourselves with some of the smartest, most motivated, creative people who are filled with positive energy and good karma.
Unlike most publicly traded companies, we’re nimble and efficient. We take pride in the fact that we still think and operate like a startup. We don’t care much about titles and hierarchy and instead focus on innovation, bold moves, and challenging the status quo.
We’re built as a lean, data-driven organization that relies on a common understating of objectives and goals to provide teams with autonomy and ownership. We don’t like spending our days in meetings and we skip committees altogether. At Lemonade, there’s no such thing as going over someone’s head. We have zero tolerance for bureaucracy, office politics, and lean-back personalities.
As a Public Benefit Corporation and a certified B-Corp, we deliver environmental and social impact using our products and tech. Through our Giveback program, we partner with organizations such as the ACLU, New Story, The Humane Society, Malala Fund, American Red Cross, 360.org, charity: water, and dozens of others, and have donated millions towards reforestation, education, animal rights, LGBTQ+ causes, access to water, and more.
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
12+ years of experience in a large scale, contemporary company focused around claims, operations, or customer experience
9+ 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 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.