CX-Driven Principal Product Manager, Payments Platform

GEICO; New York (NY); On-site; USD 140,000 - 230,000; Full time

Job summary

GEICO seeks a CX-focused Principal Product Manager to lead strategy, development, and scaling of our next-generation payments platform. You will own high-impact initiatives across card, ACH, digital experiences, fraud/compliance, and emerging payment technologies, driving end-to-end product vision and execution for millions of customers.

The role requires deep payments and billing expertise, designing simple, intuitive CX across web, mobile, and servicing channels while navigating insurance,

Qualifications

• Bachelor’s Degree required.
• 12+ years of experience in Product Management.
• Experience in insurance, financial services, payments platform or ecommerce.
• Demonstrated experience in payments ecosystems (Card and bank payment processing, APMs, payment lifecycle, recurring payments).
• Champion seamless, omnichannel payment experiences (web, mobile, IVR, chat/AI).
• Define and track CX KPIs (completion rate, payment success, self-service adoption, CSAT).
• Experience running A/B tests and CX experiments.
• Strong understanding of machine learning concepts (without coding).
• Excellent communication and cross‑functional collaboration skills.

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.

Skills

CX-focused

Product management

A/B testing

CX KPIs

Cross-functional collaboration

Payments ecosystem

Education

Bachelor's Degree

MBA

Job description

GEICO seeks a CX-focused Principal Product Manager to lead strategy, development, and scaling of our next-generation payments platform. You will own high-impact initiatives across card, ACH, digital experiences, fraud/compliance, and emerging payment technologies, driving end-to-end product vision and execution for millions of customers.

The role requires deep payments and billing expertise, designing simple, intuitive CX across web, mobile, and servicing channels while navigating insurance,