User communications Product leader

The role

You will own and evolve how Lemonade communicates with customers across all product surfaces and channels. You will lead an internal system that enables humans and AI to explain complex insurance moments simply and at scale.

What you will do

• Own product voice and communication quality through an internal system
• Define how to use and scale UX copy, support macros, and AI-generated communication
• Improve output quality through training, evaluation, and feedback loops
• Maintain and evolve communication guidelines in collaboration with stakeholders
• Act as the subject-matter expert on Lemonade-y communication
• Define and promote best practices for integrating AI into customer-facing experiences
• Bridge Product and customer-facing teams to ensure consistent explanations
• Partner with Support to address recurring confusion points through copy, flows, automation, and education

Required qualifications

• 7+ years of experience in UX writing, content design, content strategy, or a related role within a product-led company
• A portfolio that demonstrates ability to turn complex moments into clear experiences
• Deep understanding of microcopy best practices across flows, modals, error states, and onboarding
• Experience working with AI writing tools
• Strong cross-functional collaboration skills
• An eye for consistency and the ability to build systems, guidelines, and workflows
• Data-driven mindset with comfort tracking copy quality, support ticket trends, and adoption metrics
• Excellent written English with full professional fluency
• Ability to work in an office environment most days of the week
• Enthusiasm about learning and adapting to the world of AI

About the company

Lemonade is building the future of insurance with AI at the center.