Principal Product Manager, Payments & CX Platform

Government Employees Insurance Company; Washington; Hybrid; USD 140,000 - 230,000; Full time

Job summary

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

You will partner with CX designers, engineering, data, legal, and treasury to modernize and evolve GEICO's payment journeys, ensuring customers can pay, manage policies, and

Qualifications

• Bachelor’s degree required.
• 12+ years in Product Management building CX-led software.
• Experience in insurance, financial services, payments platform or ecommerce.
• Demonstrated experience in payments ecosystems (Card and bank 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-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.

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 leadership

Payments experience

A/B testing

Communication

ML concepts

Omnichannel UX

KPI tracking

Cross-functional collaboration

Education

Bachelor's Degree

Job description

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

You will partner with CX designers, engineering, data, legal, and treasury to modernize and evolve GEICO's payment journeys, ensuring customers can pay, manage policies, and