Insurance touches people during some of the most challenging moments in their lives. Hi Marley is on a mission to transform how the P&C industry communicates, making those moments faster, easier, and more empathetic for carriers and the customers they serve. We build AI-powered software that keeps everyone in the claims conversation informed and connected. If you believe insurance can combine operational excellence and automation with a human touch, we’d love to meet you.
As we continue to grow, we’re looking for a Principal Industry Strategist (Service) 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 that are ripe for improvement.
This role serves as both an internal and external industry authority—leading discovery with our customers, identifying high-value problems worth solving, shaping product direction, and driving thought leadership that positions Hi Marley at the forefront of P&C innovation. The Industry Strategist informs strategic decision-making through market insight, competitive intelligence, and structured evaluation of opportunities. The ideal candidate brings a strong blend of customer empathy, industry fluency, and analytical rigor to influence Hi Marley’s roadmap, accelerate strategic account impact, and elevate our industry relevance
This role owns the identification, framing, and prioritization of high-value industry problem spaces that guide Hi Marley’s long-term product investment strategy, roadmap direction, and market positioning. Operating with a multi-year horizon, the Principal, Industry Strategy serves as Hi Marley’s primary industry authority for Customer Service in P&C insurance and shapes what problems the company chooses to solve next. We thrive on teamwork and shared enthusiasm, which is why this role involves joining us in the office for two days each week.
What You’ll Do:
- 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
At Hi Marley, our culture is built on three core values that every employee embodies:
- 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 much bigger than any single individual or company. By aligning our individual aims behind a shared purpose, we can achieve our fullest potential — together.
- 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: https://e-verify.uscis.gov/web/OnlineResources.aspx
Skills Required
- 8-10+ years of experience in P&C insurance strategy
- Deep expertise in P&C insurance service operations and strategy
- Strong analytical rigor with data and ROI frameworks
- Familiarity with AI-driven applications
What the Team is Saying
Hi Marley Compensation & Benefits Highlights
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Healthcare Strength — Day-one medical, dental, and vision coverage with HSA/FSA options and mental-health resources indicates strong core healthcare access. Employer materials also highlight wellness programs and an EAP that extend support beyond standard insurance.
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Inclusive Benefits Coverage — Coverage includes abortion-related travel reimbursement, fertility and assisted reproductive benefits, and gender-affirming care. Feedback suggests these offerings broaden support for diverse health and family needs.
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Retirement Support — A 401(k) plan with employer matching is presented as part of total rewards to support long-term savings. This complements core benefits to strengthen overall financial security.
Hi Marley Insights
What We Do
Hi Marley is the first intelligent conversational platform built for P&C insurance and powered by SMS. Designed by insurance professionals, Hi Marley enables lovable, convenient conversations across the entire ecosystem, saving money and time for carriers while building customer loyalty through delightful interactions. Hi Marley's industry-leading collaboration, coaching and analytics capabilities deliver crucial insights that streamline carrier operations while enabling a frictionless customer engagement experience. The solution is made for the enterprise; it’s fast to deploy, easy to use and seamlessly integrates with core insurance systems. Through its advanced conversational technology, Hi Marley reduces friction – empowering innovative carriers to reinvent the customer and employee experience.
Why Work With Us
Our team is made up of people who care about each other and are passionate about what we do in and outside of work. We promote a culture of continuous learning, always seeking ways to be better for ourselves, our team and our customers. Creativity is encouraged and valued throughout the company and is paramount to our innovation.
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Hi Marley Offices
Hybrid Workspace
Employees engage in a combination of remote and on-site work.
We thrive on teamwork and shared enthusiasm, which is why we are in the office for two days each week.
