Customer Experience Product Manager

Farmers Insurance; United States; Hybrid; USD 96,000 - 174,000; Full time

Benefits offered by this job

401(k)

Medical

Dental

Vision

Health Savings and Flexible Spending

Life Insurance

Paid Time Off

Paid Parental Leave

Tuition Assistance

Job summary

Farmers Insurance is seeking a Customer Experience Product Manager to lead strategy and execution across our digital quoting and purchasing platform, driving specialty product sales growth and user adoption. You will partner with product, UX, and analytics to optimize the digital funnel, improve engagement, and accelerate revenue.

You will lead cross-functional teams, define requirements, and sponsor transformation projects while leveraging analytics to guide roadmap decisions and deliver

Qualifications

• Five plus years experience with customer understanding and insights delivery.
• Six plus years in analytics, performance reporting, and/or process improvement.
• Agile experience preferred; cross-functional collaboration with product, marketing, data, and analytics.

Responsibilities

• Drive Specialty sales growth within direct distribution channels (online and call center).
• Develop and document business and technical requirements for strategic initiatives.
• Lead cross-functional teams to develop, prioritize, and execute roadmaps and initiatives.
• Sponsor transformation projects and define strategy, requirements, prototyping, testing, and implementation.
• Lead executive conversations to align ideas and actions.
• Translate analytics into strategic recommendations to accelerate growth and improve UX.

Skills

Customer research

Analytics

Agile

Cross-functional collaboration

Tools

Google Analytics

Adobe Analytics

Mixpanel

Job description

Workplace: Hybrid/Remote

Farmers believes in a culture of collaboration, creativity, and innovation, which thrives when we have the ability to work flexibly in a virtual setting as well as the opportunity to be together in person. Our hybrid work environment combines the best of both worlds with at least three (3) days in office and up to two (2) days virtual for employees who live within fifty (50) miles of a Farmers corporate office. Applicants beyond fifty (50) miles may still be considered.

Job Summary

The Customer Experience Product Manager leads strategy and execution to drive Specialty Product sales growth and user adoption across our digital quoting and purchasing platform. This role combines data-driven product marketing with strategic sales enablement to enhance consumer experience, streamline digital journeys, and accelerate revenue performance. Partnering closely with product, UX, and analytics teams, this role defines opportunities to enhance the digital sales funnel and delivers initiatives that optimize platform engagement and conversion.

Essential Job Functions

• Responsible for Driving Specialty sales Growth within the direct distribution channels (on-line and call center)
• Develop and document business and technical requirements for strategic initiatives that drive growth, enable new digital capabilities, and leverage emerging technologies.
• Serve as a strategic integrator between business needs and technology solutions, leading cross-functional teams (marketing/media, product, data, technology, and analytics) to collaboratively develop, prioritize, and execute detailed product roadmaps and initiatives that advance customer and marketing objectives while driving conversion, retention, and engagement.
• Uses analytical knowledge and program/project management best practices to sponsor key transformation projects, as the main business owner, or Agile Product Manager to lead cross-functional projects prioritizing work in backlogs, and drive for products that deliver to our experience expectations. Responsible for defining strategy, requirements, prototyping, testing, training, support procedures, communications and implementation.
• Proficiently lead conversations with the executive management within the organization, and inspire clear ideas and actions.
• Drive sales analytics research and best practices, analyzing the competitive landscape, innovation trends, and digital marketing data to translate complex findings into strategic recommendations, guide roadmap decisions, and provide actionable insights that accelerate growth and optimize the customer experience.
• Applies advanced knowledge of analytics and tools to drive change with partners to create/enhance Customer Experience capabilities.
• Develop pilot measurement plans and implementation control plans with Customer Analytics to articulate benefit attribution based on customer experience enhancements or new capabilities.
• Assists with planning process by leading analysis and producing cost-benefit analysis for proposed Customer Experience projects.
• Performs other job duties as assigned.

Experience Requirements

• Five plus years experience required with extensive relevant customer understanding/user research/consulting experience, packaging and delivering insights to influence change.
• Six plus years combined experience required in analytics, performance reporting, and/or process improvement.
• Advanced project and process management experience.
• Agile preferred.

Additional Preferred Experience

• 5+ years of product marketing experience in consumer applications with proficient expertise in digital product management, program management, and agile methodologies
• Exceptional communicator, influencer, and collaborator with executive and cross-functional teams.
• Experience in developing user stories, requirements documents, and driving product innovation.
• Self-starter who thrives in fast-paced, collaborative environments.
• Proficiency or experience working with Digital Analytics (Google Analytics, Adobe Analytics, MixPanel, etc.) tools

Benefits

• Farmers offers a competitive salary commensurate with experience, qualifications and location.
• CA Only: $102,450 - $174,240
• CO & ME: $96,075 - $150,260
• HI/IL/MN/VT Only: $96,075 - $160,710
• MA Only: $96,075 - $160,710
• o MD & VA: $96,075 - $160,710
• DC/NJ/NY/OH Only: $96,075 - $174,240
• Albany County, NY/Cleveland, OH: $102,450 - $150,260
• WA Only: $96,075 - $182,625
• Bonus Opportunity (based on Company and Individual Performance)
• 401(k)
• Medical
• Dental
• Vision
• Health Savings and Flexible Spending Accounts
• Life Insurance
• Paid Time Off
• Paid Parental Leave
• Tuition Assistance
• For more information, review "What we offer" on https://www.farmers.com/careers/corporate/#offer

Job Location(s): R_US - United States

Anticipated application deadline

At Farmers, the recruitment process is designed to ensure that we find the best talent to join our team. As part of this process, we typically close open positions within 8 to 21 days after posting.

Farmers will consider for employment all qualified applicants, including those with criminal histories, in accordance with the Los Angeles Fair Chance Initiative for Hiring Ordinance or other applicable law. Pursuant to 18 U.S.C. Section 1033, Farmers is prohibited from employing any individual who has been convicted of any criminal felony involving dishonesty or a breach of trust without prior written consent from the state Department of Insurance.

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

Farmers is an Equal Opportunity Employer and does not discriminate in any employer/employee relations based on race, color, religion, gender, sexual orientation, gender expression, genetic information, national origin, age, disability, marital status, military and veteran's status, or any other basis protected by applicable discrimination laws.