Senior Product Manager, Experience

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 strong emphasis on CX‑led digital products. Experience in insurance, financial services or e‑commerce. 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 experience with 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). Benefits Market‑competitive compensation ranging $140,425 – $229,600 (annual base). 401(k) savings plan vested from day one with 6% match. Performance and recognition‑based incentives. Tuition assistance. Additional benefits, including mental health care, fertility and adoption assistance. Workplace flexibility and GEICO Flex program enabling remote work from anywhere in the US for up to 4 weeks per year. GEICO will not sponsor a new applicant for employment authorization for this position. Equal Employment Opportunity The equal employment opportunity policy of the GEICO Companies provides for a fair and 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. #J-18808-Ljbffr Government Employees Insurance Company