Customer Experience Product Advisor
About The Position
The SBS division of the National Association of Insurance Commissioners (NAIC) has an exciting opportunity for a Customer Experience Product Advisor. This position serves as a bridge between customers and the product team, bringing firsthand operational experience to help ensure all ITG products align with real-world user needs. This role provides practical insight into customer workflows, regulatory processes, and operational challenges, helping translate customer perspectives into actionable product improvements. The position works closely with Product Managers, Product Owners, and development teams to support requirements development, feature prioritization, usability improvements, and customer adoption.
Requirements
- Prior experience as a user of regulatory back-office products or a similar regulatory/operational system environment.
- Strong understanding of customer workflows, operational processes, and regulatory considerations.
- Ability to communicate effectively between technical teams and business users.
- Strong collaboration and problem-solving skills.
- Residency within the United States is required.
- Applicants must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.
Nice To Haves
- Coursework or training emphasizing customer experience, operations, regulatory environments, or information systems is preferred.
- Product Management, Business Analysis, or Agile-related certifications (e.g., Certified Business Analysis Professional (CBAP), Agile/Scrum certifications, Product Owner certification) preferred.
- Training or certification related to customer experience, usability, or service design is a plus.
- Experience providing feedback on system usability, workflows, or product improvements preferred.
Responsibilities
- Provide firsthand customer perspective on product features, workflows, and usability across all ITG applications.
- Identify operational challenges and opportunities for improvement based on real-world system use.
- Represent the “voice of the customer” during product planning, backlog refinement, and prioritization discussions.
- Assist product managers and product owners in translating customer workflows into clear requirements and user stories.
- Validate that proposed features and enhancements align with how customers perform their day-to-day work.
- Help identify edge cases and operational scenarios that should be considered in system design.
- Support user acceptance testing by validating system functionality against real customer workflows.
- Provide feedback on usability, navigation, and process efficiency.
- Identify potential customer adoption challenges prior to product release.
- Gather and synthesize feedback from customers to inform product improvements.
- Help conduct the annual SBS Customer Satisfaction Survey as well as the Business Area Focus Groups (BAFGs).
- Participate in SBS marketing and demonstration opportunities.
- Support product demonstrations, advisory groups, and customer feedback sessions.
- Help communicate product changes and improvements in a way that resonates with customers.
- Recommend enhancements that improve efficiency, usability, and overall customer experience.
- Help identify opportunities to reduce operational friction and improve system adoption.
- Partner with product teams to continuously improve customer experience.
Benefits
- The NAIC offers amazing benefits. Visit our Benefits page for more information.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
