Principal Product Manager - Experience

Why Join GEICO? At GEICO, we offer a rewarding career where your ambitions are met with endless possibilities. Every day we honor our iconic brand by offering quality coverage to millions of customers and being there when they need us most. We thrive on relentless innovation to exceed our customers' expectations while making a real impact on local communities nationwide. Founded in 1936, GEICO is a member of the Berkshire Hathaway family of companies and one of the largest auto insurers in the United States. When you join our company, we want you to feel valued, supported, and proud to work here. That's why we offer the GEICO Pledge: Great Company, Great Culture, Great Rewards, and Great Careers. Position Summary GEICO is seeking a CX‑focused Product Manager with deep expertise in payments and billing experiences to help shape how millions of customers pay for and manage their insurance. This role focuses on designing and delivering simple, intuitive, and reliable CX across web, mobile, and other servicing channels—while navigating the complexity of insurance, compliance, and scale. You will partner closely with CX designers, engineering, data, legal, and treasury to modernize and evolve GEICO’s payment journeys, ensuring customers can pay, manage policies, and resolve issues with confidence and ease. 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. Basic Qualifications Bachelor’s Degree At least 10+ years of experience in Product Management building complex software with a strong emphasis on CX‑led digital products. Experience in insurance, financial services or ecommerce. 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. Preferred Qualifications MBA or equivalent experience. 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. Demonstrated experience in payments ecosystems (Card and bank payment processing, APMs, payment lifecycle, recurring payments). 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. At this time, GEICO will not sponsor a new applicant for employment authorization for this position. The 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. Equal employment opportunity policy statement. 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. #J-18808-Ljbffr GEICO