Principal Industry Strategist (Service)

Overview Hi Marley is on a mission to revolutionize the insurance industry with a conversational platform that makes communication simple, efficient, and delightful. Built for carriers, powered by SMS, and designed by insurance experts, Hi Marley connects people through seamless, friendly conversations that save time, money, and hassle. Our platform helps insurance carriers strengthen customer relationships while streamlining operations. With a focus on collaboration, coaching, and powerful analytics, we deliver insights insurance teams need when they need them—creating a smooth, frictionless experience for customers along the way. As we grow, we’re looking for a Principal Industry Strategist to lead Hi Marley in developing innovative communication solutions for Customer Service in P&C insurance. You’ll bring expertise in Policy & Billing Service operations, strategy, and metrics, as well as a deep understanding of the customer and employee challenges ripe for improvement. Responsibilities Own and lead structured industry discovery with insurance carriers, establishing the source of truth for which problems represent the highest customer and enterprise value. Define and recommend major product investment bets in partnership with Product and leadership, grounded in industry insight, ROI frameworks, and validated demand. Develop and maintain repeatable frameworks for evaluating industry opportunities, customer problems, and ecosystem partnerships to inform ongoing product and GTM prioritization. Serve as Hi Marley’s primary external industry authority for Service and Billing, shaping narratives with analysts, industry bodies, and strategic partners, brought to life through publications and conferences. Influence long-range product and ecosystem strategy by translating market trends, customer insight, and competitive intelligence into clear strategic direction rooted in meaningful Hi Marley differentiation. Establish and scale cross-functional fluency in customer service challenges and Hi Marley’s Service solutions—shaping how Product, Marketing, and Sales understand, position, and sell our Service offering. What We’re Looking For 8-10+ years of experience in P&C insurance strategy, product strategy, or industry advisory roles, with a proven track record of shaping product direction and influencing enterprise-level investment decisions. Deep expertise in P&C insurance service operations, strategy, and performance metrics, with an ability to translate industry knowledge into actionable product and GTM guidance. A naturally curious, open-minded problem solver who challenges assumptions, explores alternative perspectives, and relentlessly seeks to understand the “why” behind customer pain points. Someone who thrives in customer-facing environments—earning trust quickly with executives and frontline teams alike through credibility, active listening, and clear communication. A strategic thinker and storyteller who can craft concise, compelling narratives that connect industry needs, Hi Marley’s capabilities, and long-term innovation opportunities. Strong analytical rigor, using data, ROI frameworks, and structured reasoning to evaluate opportunities and shape product investment decisions. Sharp intuition and pattern recognition—able to quickly identify true value, distinguish signal from noise, and guide the team toward the highest-impact problems. Familiarity with AI-driven applications or digital transformation initiatives within insurance, with an understanding of where AI delivers meaningful operational or customer value. Compensation, Benefits & Perks At Hi Marley, we are committed to fair and transparent pay practices. The annual base salary for this role is expected to fall within the range of [$142,000–$263,000], depending on experience, skills, qualifications, and location. Offers are determined based on these factors as well as internal peer equity. It’s most common for new hires to start near the midpoint of the range, allowing room for growth as employees develop in their role. Equity grants for all employees A 4% matching 401(k) program Medical, dental, vision, disability, and life insurance coverage for employees working 30+ hours per week Monthly wellness stipend Paid parental leave A flexible vacation policy - we all work hard and take time when we need it Who We Are Max Courage – We encourage our team, our customers, and their customers to dream big, try new ideas, and maximize impact by measuring risk. Be Humble – We lead with appreciation and promote a culture of humility, compassion, and openness to learn from anyone, anywhere. Ubuntu (“I am because we are”) – We believe true success is bigger than any single individual or company. By aligning our aims behind a shared purpose, we can achieve our fullest potential — together. Life at Hi Marley Life at Hi Marley is shaped by collaboration, learning, and genuine connection. We’re proud to foster an environment where people can do their best work, feel supported, and grow alongside a team that celebrates both individuality and shared purpose. A fun, lively startup culture that embraces creativity and innovation Core values-based leadership that guides our decision-making and daily interactions A culture of engagement, diversity, inclusion, and belonging — everyone’s voice matters Flexible, hybrid work environment that values balance and trust Ample opportunities to learn, take on new challenges, and make an impact in a fast-growing organization Meaningful work that directly supports our mission to help people and organizations communicate with empathy and clarity Hi Marley is proud to be an equal employment opportunity employer. We celebrate diversity and do not discriminate based on gender, sexual orientation, gender identity, religion, race, veteran status, disability status, or any other characteristic protected by applicable law. We are committed to building an inclusive work environment representing a variety of backgrounds, perspectives, and skills, where all employees are encouraged to be their authentic selves. Hi Marley participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S. For more information, please review the documents under E-Verify Poster here. #J-18808-Ljbffr Hi Marley