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

The above annual salary range is a general guideline. Multiple factors are taken into consideration to arrive at the final hourly rate/ annual salary to be offered to the selected candidate. Factors include, but are not limited to, the scope and responsibilities of the role, the selected candidate’s work experience, education and training, the work location as well as market and business considerations.