Principal Product Manager - Experience

Responsibilities

• Lead product discovery through user research, journey mapping, usability testing, and CX validation.
• Define and prioritize the product roadmap based on customer pain points, business outcomes, and operational realities.
• Partner with design and marketing teams to craft high-quality customer journeys, content, and targeted communications across channels such as email, SMS, and notifications.
• Collaborate with engineering to implement AI-driven Customer Experience/Service solutions to modernize customer experience.
• Work with compliance, legal, and risk teams to ensure payment experiences meet regulatory and security standards while remaining customer-friendly.
• Use data and experimentation to improve key metrics such as payment success rates, abandonment, call drivers, and customer satisfaction.
• Advocate for a customer-first mindset across cross-functional stakeholders while aligning to GEICO’s efficiency and scale goals.
• Communicate clearly through PRDs, experience flows, roadmaps, and executive updates.

Qualifications

• Bachelor’s Degree
• At least 12+ years of experience in Product Management building complex software with a strong emphasis on CX-led digital products.
• Experience in insurance, financial services, payments platform or ecommerce.
• Demonstrated experience in payments ecosystems (Card and bank payment processing, APMs, payment lifecycle, recurring payments).
• Champion seamless, omnichannel payment experiences (web, mobile, IVR, chat/AI).
• Ability to define and track CX KPIs (completion rate, payment success, self-service adoption, CSAT).
• Experience running A/B tests and CX experiments to validate design and product decisions.
• Strong understanding of machine learning concepts (without needing to code).
• Excellent communication and cross-functional collaboration skills.
• Experience improving self-service experiences to reduce customer contact volume.
• Experience with generative AI, LLM-powered products, or conversational interfaces.
• Hands-on for wireframing and prototyping (Figma is the standard).
• Strong analytical skills with experience using conversion funnels, drop-off analysis, and payment success metrics.

Pay

$140,425.00 - $229,600.00 Annual Salary Range. Factors including scope and responsibilities of the role, qualifications, work location, and market and business considerations are taken into account to determine the final hourly rate/annual salary.

Schedule

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Benefits

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Payroll Information

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Application Instructions

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Equal Opportunity Employer

The GEICO Companies provide equal employment opportunity for all associates and job applicants regardless of race, color, religious creed, national origin, ancestry, age, gender, pregnancy, sexual orientation, gender identity, marital status, familial status, disability or genetic information, in compliance with applicable federal, state and local law. GEICO hires and promotes individuals solely on the basis of their qualifications for the job to be filled. GEICO reasonably accommodates qualified individuals with disabilities to enable them to receive equal employment opportunity and/or perform the essential functions of the job, unless the accommodation would impose an undue hardship to the Company. This applies to all applicants and associates. GEICO also provides a work environment in which each associate is able to be productive and work to the best of their ability. We do not condone or tolerate an atmosphere of intimidation or harassment. We expect and require the cooperation of all associates in maintaining an atmosphere free from discrimination and harassment with mutual respect by and for all associates and applicants.

GEICO Pledge

Great Company: Protecting customers through life’s twists and turns with innovation and integrity. Great Careers: Personalized development programs, mentorship, and certification assistance. Great Culture: Inclusive and collaborative culture rooted in shared success. Great Rewards: Competitive pay, benefits, and flexibility to support your well-being and future.