Principal Industry Strategist

At Hi Marley, we’re not just a technology company— we’re on a mission to revolutionize the insurance industry with our 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 the insights insurance teams need when they need them—creating a smooth, frictionless experience for customers along the way.

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 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 front‑of‑the‑line 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.

We thrive on teamwork and shared enthusiasm, which is why this role involves joining us in the office for two days each week.

• 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.

• 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,…