PositionSummary:

GEICO is seeking aCX-focusedProduct Managerwith deepexpertiseinpayments and billing experiencesto help shape how millions of customers pay for and manage their insurance. This role focuses on designing and deliveringsimple, intuitive, and reliableCXacross web, mobile, andotherservicing channelswhile navigating the complexity of insurance, compliance, and scale. You will partner closely withCX designers, engineering, data, legal, and treasury to modernize and evolve GEICOs payment journeys, ensuring customers can pay, manage policies, and resolve issues with confidence and ease.

Responsibilities:

The ideal candidate is excellent at:

• Leadproduct discoverythrough user research, journey mapping, usability testing, andCX validation.

• Define and prioritize theproduct roadmapbased 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 toimplementAI-drivenCustomer Experience/Service solutionsto modernize customer experience

• Work with compliance, legal, and risk teams to ensure payment experiences meetregulatory and security standardswhile remainingcustomerfriendly.

• Use data and experimentation to improve key metrics such aspayment success rates, abandonment, call drivers, and customer satisfaction.

• Advocate for acustomer-firstmindsetacrosscrossfunctionalstakeholders while aligning to GEICOs efficiency and scale goals.

• Communicate clearly through PRDs, experience flows, roadmaps, and executive updates.

Basic Qualifications:

• Bachelors Degree

• At least 10+ years of experience in Product Management building complex software with a strong emphasis onCX-leddigital products.

• Experience ininsurance, financialservicesor ecommerce

• Ability to define and trackCX KPIs(completion rate, payment success,selfserviceadoption, CSAT)

• Experience runningA/B tests andCX experimentstovalidatedesign and product decisions

• Strong understanding ofmachine learning concepts(without needing to code)

• Excellent communication andcrossfunctionalcollaboration skills

Preferred Qualifications:

• MBA or equivalent experience

• Experience improvingself-serviceexperiencesto reduce customer contact volume.

• Experience withgenerative AI,LLM-poweredproducts, or conversational interfaces.

• Hands-on for wireframing and prototyping (Figma is the standard)

• Strong analytical skills with experience usingconversion funnels,drop-offanalysis, and payment success metrics

• Demonstrated experience inpayments ecosystems(Card and bank payment processing, APMs, payment lifecycle, recurring payments)