Principal Industry Strategist (Service)

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. Teamwork and shared enthusiasm is a core part of our culture, which is why this role involves joining us in the Boston Office for 2-3 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 strat