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

Annual Salary: $140,425.00 - $229,600.00