Senior Product Manager, Experience

GEICO Product Manager

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 through relentless innovation to exceed our customers' expectations while making a real impact for our company through our shared purpose.

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:

The ideal candidate is excellent at:

• Leading product discovery through user research, journey mapping, usability testing, and CX validation.
• Defining and prioritizing the product roadmap based on customer pain points, business outcomes, and operational realities.
• Partnering with design and marketing teams to craft high-quality customer journeys, content, and targeted communications across channels such as email, SMS, and notifications.
• Collaborating with engineering to implement AI-driven Customer Experience/Service solutions to modernize customer experience.
• Working with compliance, legal, and risk teams to ensure payment experiences meet regulatory and security standards while remaining customer-friendly.
• Using data and experimentation to improve key metrics such as payment success rates, abandonment, call drivers, and customer satisfaction.
• Advocating for a customer-first mindset across cross-functional stakeholders while aligning to GEICO's efficiency and scale goals.
• Communicating 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: At GEICO, we help our customers through life's twists and turns. Our mission is to protect people when they need it most and we're constantly evolving to stay ahead of their needs.

We're an iconic brand that thrives on innovation, exceeding our customers' expectations and enabling our collective success. From day one, you'll take on exciting challenges that help you grow and collaborate with dynamic teams who want to make a positive impact on people's lives.

Great Careers: We offer a career where you can learn, grow, and thrive through personalized development programs, created with your career – and your potential – in mind. You'll have access to industry leading training, certification assistance, career mentorship and coaching with supportive leaders at all levels.

Great Culture: We foster an inclusive culture of shared success, rooted in integrity, a bias for action and a winning mindset. Grounded by our core values, we have an established culture of caring, inclusion, and belonging, that values different perspectives. Our teams are led by dynamic, multi-faceted teams led by supportive leaders, driven by performance excellence and unified under a shared purpose.

As part of our culture, we also offer employee engagement and recognition programs that reward the positive impact our work makes on the lives of our customers.

Great Rewards: We offer compensation and benefits built to enhance your physical well-being, mental and emotional health and financial future.

• Comprehensive Total Rewards program that offers personalized coverage tailor-made for you and your family's overall well-being.
• Financial benefits including market-competitive compensation; a 401K savings plan vested from day one that offers a 6% match; performance and recognition-based incentives; and tuition assistance.
• Access to additional benefits like mental healthcare as well as fertility and adoption assistance.
• Supports flexibility- We provide workplace flexibility as well as our GEICO Flex program, which offers the ability to work from anywhere in the US for up to four weeks per year.

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.