Principal Product Manager - Experience and Platform

GEICO; Palo Alto (CA); On-site; USD 140,000 - 230,000; Full time

Job summary

GEICO is seeking a CX-focused Principal Product Manager to lead strategy, development, and scaling of its next-generation payments platform across card, ACH, digital experiences, and emerging technologies. The role focuses on designing simple, intuitive, and reliable CX across web, mobile, and servicing channels while navigating insurance and compliance constraints.

The ideal candidate will drive end-to-end product vision, collaborate with CX designers, engineering, data, legal, and treasury to

Qualifications

• Experience leading CX-driven product initiatives in payments/ecosystem contexts.
• Experience shaping omnichannel customer journeys across web, mobile, and IVR channels.
• Ability to run A/B tests and CX experiments to inform product decisions.
• Understanding of machine learning concepts to inform product strategy without coding.

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 and business outcomes.
• Collaborate with design and marketing to craft high-quality customer journeys and communications across channels.
• Partner with engineering to implement AI-driven CX solutions to modernize the payments experience.
• Work with compliance, legal, and risk teams to ensure secure, compliant payment experiences.
• Use data and experimentation to improve metrics like payment success and CSAT.
• Advocate for a customer-first mindset across stakeholders while aligning with GEICO’s goals.
• Communicate clearly through PRDs, experience flows, roadmaps, and executive updates.

Skills

CX

Product management

A/B testing

CX experiments

Machine learning concepts

Cross-functional collaboration

Communication

Education

Bachelor’s Degree

MBA

Tools

Figma

Job description

Why Join GEICO?

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 on relentless innovation to exceed our customers’ expectations while making a real impact on local communities nationwide.

Founded in 1936, GEICO is a member of the Berkshire Hathaway family of companies and one of the largest auto insurers in the United States. 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.

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

Product Manager with deepexpertisein payments and billing experience to help shape how millions of customers pay for and manage their insurance. This role focuses on designing and delivering simple, intuitive, and reliableCX across web, mobile, andotherservicing channels—while navigating the complexity of insurance, compliance, and scale. You will partner closely withCX 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.

Responsibilities:

The ideal candidate is excellent at:

• Lead product discovery through user research, journey mapping, usability testing, andCX 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 toimplement AI-drivenCustomer Experience/Service solutions to modernize customer experience
• Work with compliance, legal, and risk teams to ensure payment experiences meet regulatory and security standards while remainingcustomer‑friendly.
• Use data and experimentation to improve key metrics such as payment success rates, abandonment, call drivers, and customer satisfaction.
• Advocate for a customer ‑ firstmindset acrosscross‑functionalstakeholders while aligning to GEICO’s efficiency and scale goals.
• Communicate clearly through PRDs, experience flows, roadmaps, and executive updates.

Basic Qualifications:

• Bachelor’s Degree
• At least 12+ years of experience in Product Management building complex software with a strong emphasis on CX ‑ leddigital products.
• Experience in insurance, financialservices, payments platformor 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)
• Ability to define and track CX KPIs (completion rate, payment success,self‑serviceadoption, CSAT)
• Experience running A/B tests andCX experiments tovalidatedesign and product decisions
• Strong understanding of machine learning concepts (without needing to code)
• Excellent communication andcross‑functionalcollaboration skills
• Demonstrated experience in payments ecosystems (Card and bank payment processing, APMs, payment lifecycle, recurring payments)

Preferred Qualifications:

• MBA or equivalent experience
• Experience improving self ‑ serviceexperiences to reduce customer contact volume.
• Experience with generative AI,LLM ‑ poweredproducts, or conversational interfaces.
• Hands‑on for wireframing and prototyping (Figma is the standard)
• Strong analytical skills with experience using conversion funnels,drop ‑ offanalysis, and payment success metrics

Annual Salary

$140,425.00 - $229,600.00

The above annual salary range is a general guideline. Multiple factors are taken into consideration to arrive at the final hourly rate/ annual salary to be offered to the selected candidate. Factors include, but are not limited to, the scope and responsibilities of the role, the selected candidate’s work experience, education and training, the work location as well as market and business considerations.

At this time, GEICO will not sponsor a new applicant for employment authorization for this position.

The GEICO Pledge:

Great Company: Protecting customers through life’s twists and turns with innovation and integrity.

Great Careers: Personalized development programs, mentorship, and certification assistance.

Great Culture: Inclusive and collaborative culture rooted in shared success.

Great Rewards: Competitive pay, benefits, and flexibility to support your well-being and future.

The equal employment opportunity policy of the GEICO Companies provides for a fair and equal employment opportunity for all associates and job applicants regardless of race, color, religious creed, national origin, ancestry, age, gender, pregnancy, sexual orientation, gender identity, marital status, familial status, disability or genetic information, in compliance with applicable federal, state and local law. GEICO hires and promotes individuals solely on the basis of their qualifications for the job to be filled.

GEICO reasonably accommodates qualified individuals with disabilities to enable them to receive equal employment opportunity and/or perform the essential functions of the job, unless the accommodation would impose an undue hardship to the Company. This applies to all applicants and associates. GEICO also provides a work environment in which each associate is able to be productive and work to the best of their ability. We do not condone or tolerate an atmosphere of intimidation or harassment. We expect and require the cooperation of all associates in maintaining an atmosphere free from discrimination and harassment with mutual respect by and for all associates and applicants.