Customer Experience Product Manager

Job Summary

• Leads efforts to develop solutions and then work with key partners to build and implement them.
• Develops the complete design of customer and supporting processes, to build and/or deploy key tools to monitor, diagnose, predict, and activate customer experience insights.
• Identifies and prioritizes customer experience improvement initiatives.
• Makes recommendations based on market research and competitive analysis from both within and outside the insurance industry to support product development and go-to-market strategies across channels.

Physical Actions

• This role, whether performed virtually or in an office setting, will include normal and customary distractions, noise, and interruptions.
• Sits or stands for extended periods of time, up to a full work shift.
• Occasionally reaches overhead and below the knees, including bending, twisting, pulling, and stooping.
• Occasionally moves, lifts, carries, and places objects and supplies weighing 0-10 pounds without assistance.
• Listens to, interprets, and differentiates auditory information (example others speaking) at normal speaking levels with or without correction.
• Visually verifies and reads information.
• Visually locates material, resources and other objects.
• Ability to continuously operate a computer for extended periods of time, up to a full work shift.
• Physical dexterity sufficient to use hands, arms, and shoulders repetitively to operate keyboard and other office equipment up to a full work shift.

Essential Job Functions

• Define strategy and translate business goals into clear, data‑backed roadmaps, requirements, and campaign plans.

• Identify high‑impact opportunities using customer insights, analytics, performance data, and market trends.

• Lead cross‑functional initiatives as the business owner or Agile Product Manager, prioritizing backlogs and driving delivery of customer‑centric capabilities.

• Oversee end‑to‑end execution including prototyping, testing, training, communications, and implementation.

• Serve as integrator between business needs and technology teams to ensure solutions align with enterprise goals.

• Coordinate across teams including Marketing, Analytics, Product, Engineering, Operations, Legal, and external vendors.

• Drive alignment across stakeholders, manage competing priorities, and ensure initiatives move efficiently from concept to launch.

• Define clear requirements, timelines, and success criteria for all initiatives.

• Remove blockers and proactively manage dependencies across teams.

• Leverage analytics and customer/partner research to enhance customer experience capabilities and bring analytical tools to market.

• Monitor performance of lifecycle marketing and customer experience initiatives (conversion, retention, LTV, etc.).

• Establish testing frameworks such as A/B testing and incrementality to validate impact and optimize performance.

• Ensure martech ecosystem readiness by coordinating with technical teams on systems, data flows, and integrations (Braze, Drips, Segment, Snowflake, Salesforce).

• Develop measurement plans and cost‑benefit analyses to quantify impact and support decision‑making.

• Communicate deliverables, progress, risks, and outcomes to senior executives and enterprise stakeholders.

• Influence decision‑making through data‑driven storytelling and strategic framing.

• Lead executive‑level conversations to inspire clarity, alignment, and action.

• Perform additional duties as assigned to support organizational goals.

Experience Requirements

• Five plus years experience required with extensive relevant customer understanding/user research/consulting experience, packaging and delivering insights to influence change.
• Experience in Product Management, Lifecycle Marketing, Growth or Customer Experience roles.
• Six plus years combined experience required in analytics, performance reporting, and/or process improvement. Advanced project and process management experience.
• Proven track record of leading cross-functional initiatives with measurable business impact.
• Experience working in data-driven environments with complex marketing ecosystems.
• Agile preferred.

Education Requirements

• High School Diploma or equivalent required.
• Bachelors degree preferred.

Competencies

• Strategic Thinking: Ability to connect customer experience initiatives to business outcomes
• Analytical Rigor: Strong comfort with data, KPIs, and performance measurement
• Execution Excellence: Ability to prioritize, focus, and deliver in fast-paced environments
• Leadership & Influence: Skilled at aligning teams without direct authority
• Communication: Clear, structured, and executive-ready communication style

• Technical & Domain Familiarity:
• Familiarity with lifecycle and martech platforms such as Braze, Drips, Segment, Snowflake, Salesforce (coordination vs. execution)
• Experience with customer journeys, segmentation, experimentation, and funnel optimization