About the role
We're looking for a User communication Product leader to own and evolve how Lemonade communicates with customers - across every product surface, channel, and AI-powered experience we ship.
This isn't a traditional writing role. Lemonade puts the written word at the core of everything, and you get to lead it. You'll own our internal system that enables humans and AI to explain complex insurance moments simply, consistently, and at scale. You'll set the bar for what "Lemonade-y" means in practice, and work through the most advanced and nuanced communication challenges we face.
We believe three things matter for every role at Lemonade: drive to push through challenges, efficiency that keeps standards high while moving fast, and adaptability that lets you pivot with data and AI insights. These aren't buzzwords, they're how we actually work.
Our AI-first approach isn't just a tagline either. We're building the future of insurance with AI at the center, and we need people who are genuinely excited to learn and grow alongside these tools.
In this role you'll
- Own product voice and communication quality through our internal system, setting the bar for clear, concise copy that reduces friction and turns confusing moments into intuitive ones - getting to the mind and heart of our users to drive real outcomes
- Define how we use and scale UX copy, support macros, and AI-generated product communication across human and automated channels
- Continuously improve output quality through training, evaluation, and feedback loops, and monitor copy quality across all product surfaces
- Maintain and evolve communication guidelines in collaboration with stakeholders, positioning automation and scalable systems that enable teams to produce Lemonade-quality communication efficiently
- Act as the subject-matter expert on what makes communication "Lemonade-y," ensuring alignment between human and automated experiences so customers receive a consistent voice regardless of channel
- Define and promote best practices for integrating AI into customer-facing experiences while maintaining clarity, trust, and brand consistency
- Bridge Product and customer-facing teams to ensure consistent, clear explanations across support macros, partner comms, inside sales, and agents
- Partner with Support to identify recurring confusion points and address them at the source through copy, flows, automation, and education
What you'll need
- 7+ years of experience in UX writing, content design, content strategy, or a related role within a product-led company
- A portfolio that demonstrates your ability to turn complex, confusing moments into clear, intuitive experiences
- Deep understanding of microcopy best practices across flows, modals, error states, and onboarding
- Experience working with AI writing tools and a genuine curiosity for how automation shapes customer communication
- Strong cross-functional collaboration skills - you're comfortable working with Product, Engineering, Support, and CX teams simultaneously
- An eye for consistency and the ability to build systems, guidelines, and workflows that scale across teams
- 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 exciting world of AI – a commitment to exploring this field is a fundamental part of our culture