Senior Product Manager, Experience

GEICO • Bethesda, MD

1d • Remote

About The Position

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.

Requirements

• 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

Nice To Haves

• 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)

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.

Benefits

• 401K savings plan vested from day one that offers a 6% match
• performance and recognition-based incentives
• tuition assistance
• mental healthcare
• fertility and adoption assistance
• workplace flexibility
• GEICO Flex program, which offers the ability to work from anywhere in the US for up to four weeks per year

What This Job Offers

• Job Type: Full-time
• Career Level: Senior