Director of Customer Experience, Retention & Service

The Zebra•Austin, TX

29d•Hybrid

About The Position

The Zebra revolutionizes how connected consumers research and shop for insurance. We intentionally strive to build diverse teams that feel inclusive for all. Our motto is "All Stripes Welcome," we put that into practice by valuing traditional and non-conventional backgrounds and perspectives. Our Zeebs are passionate about learning, growing, & working together to tackle exciting problems. We're seeking a Director of CX, Retention & Service to expand our growing team. In this role, you’ll own the strategy and execution of the existing customer experience—spanning our service organization and our digital servicing channels (chat, self-serve, and messaging)—while building the foundation for retention initiatives launching in early 2026. You’ll bring customer feedback to life through a strong Voice of the Customer program and ensure insights drive measurable improvements in satisfaction, efficiency, and long-term retention. Reporting directly to the VP, Insurance Sales, you will work closely with Re-engagement, Product, Operations, Training, Analytics/Data, and Agency leadership to improve CSAT, reduce customer friction and contact drivers, and build a scalable retention operating system. Our employees can choose to work remotely in the U.S. Join us in our Austin, Texas office, or opt for a hybrid setup. Whether you prefer the structure of an office, the convenience of remote work, or a mix of both, we support what works best for you! Please note - At this time we are not able to hire in California, Massachusetts, New Jersey and New York.

Requirements

8+ years in Customer Experience, Retention, Service Operations, or Contact Center leadership, with demonstrated success driving measurable CX outcomes.
Deep understanding of digital servicing experiences (chat, messaging, self-serve journeys) and how to improve them through process, tooling, and cross-functional partnership.
Proven ability to build and execute programs from scratch, including retention readiness, operational cadences, and performance scorecards.
Strong analytical and storytelling skills—comfortable translating customer and operational data into clear priorities and executive-ready narratives.
Experience leading and developing teams (managers/analysts) and influencing senior stakeholders to drive organizational change.
Comfort operating in a regulated or high-accountability environment; insurance/insurtech experience is a plus.

Nice To Haves

Built and launched a retention program (save motion, segmentation strategy, and measurement) and delivered measurable lift.
Led a VOC program that directly influenced product roadmaps, training, and operational improvements through closed-loop governance.
Improved CSAT while simultaneously reducing cost-to-serve through contact reduction and digital channel optimization.
Experience with VOC platforms (Qualtrics/Medallia), BI tools (Looker), and CRM/contact center data sources.
Experience in insurance/insurtech is a plus; experience operating in a regulated industry (e.g., financial services, healthcare) is also strongly preferred.

Responsibilities

Own the end-to-end existing customer experience, leading improvements across our servicing team and digital channels (chat/self-serve) to increase CSAT and reduce friction.
Build the Retention operating system ahead of early 2026 initiatives, including strategy, roadmap, segmentation inputs, playbooks, governance, and cross-functional execution with our Re-engagement group.
Lead and scale a customer feedback engine by managing our Voice of the Customer (VOC) Manager, establishing closed-loop processes that turn insights into product, training, and operational change.
Define and operationalize CX measurement with CSAT as the primary near-term success metric; evolve scorecards as retention measurement (e.g., policies in force) matures.
Partner with Product/Engineering and Operations to drive digital servicing improvements, including containment/deflection strategy, response/resolution standards, and contact reduction initiatives.
Build and develop the team over time, including planning for and hiring a Retention Manager as the retention program scales.