Product Owner, Customer Experience

Gainsco; Richardson (TX); Hybrid; USD 110,000 - 140,000; Full time

Benefits offered by this job

Hybrid work model

Excellent benefits package: medical &d

Parental Leave Policy

401K + Company Match

PTO + Paid Holidays

Job summary

GAINSCO, based in Richardson, TX, seeks a Product Owner, Customer Experience to define and deliver digital and operational solutions that enhance interactions for policyholders, prospects, agents, and internal service teams across the insurance journey.

You will balance customer needs with business goals, regulatory requirements, and profitability, leading cross-functional teams to reduce friction, drive digital adoption, and demonstrate measurable improvements in retention and satisfaction.

Qualifications

• Bachelor’s degree in Business, Marketing, Technology, Insurance, or a related field is required.
• 5+ years in Product Management, Product Ownership, or Customer Experience roles.
• 3+ years in Property and Casualty insurance, preferably non-standard auto.
• Experience in Agile and Scrum, including backlog refinement and sprints.
• Experience writing user stories and defining acceptance criteria; strong digital customer journey knowledge.
• Familiarity with policy administration, billing, claims, and CRM platforms.

Responsibilities

• Own and improve the customer journey across quoting, policy issuance, billing, servicing, renewals, claims, and retention.
• Translate customer needs and business goals into prioritized roadmaps and user stories.
• Manage the product backlog and partner with development teams throughout Agile delivery.
• Improve digital experiences across online quoting, self-service portals, and mobile apps.
• Use analytics and customer feedback to prioritize enhancements and measure results.

Skills

Strong communication and leadership

Analytical mindset

Stakeholder management

Translate business needs

Customer value focus

ROI analysis experience

Education

Bachelor's degree in Business, Marketing, Technology, Insurance, or related field

Tools

Power BI

Tableau

Adobe Analytics

Google Analytics

Job description

Description

About GAINSCO

Founded in 1978, GAINSCO offers property and casualty insurance with an emphasis on non-standard personal auto policies. It serves drivers nationwide by providing minimum-limits personal auto coverage, making insurance more accessible to a broader market. In 2020, GAINSCO, Inc. and its subsidiaries were acquired, making a significant milestone that strengthened GAINSCO's ability to grow and expand its reach in the personal auto industry market while continuing to build on its decades of specialized expertise.

Join a team that is dedicated to supporting your professional growth and long-term success.

Who We Are

At GAINSCO, we are a team driven by passion, creativity, and a commitment to excellence. We celebrate achievements, encourage innovative thinking, and recognize the unique strengths each person brings. Our people truly set us apart.

If you're seeking a company where your contributions are valued, your efforts have a visible impact, and your dedication is recognized, take the next step in your career with us.

GAINSCO is seeking a Product Owner, Customer Experience to define, prioritize, and deliver digital and operational solutions that improve the experience for policyholders, prospects, agents, and internal service teams. Serving as the voice of the customer, you will balance customer needs with business objectives, regulatory requirements, operational efficiency, and profitability within the non-standard auto insurance market. You will partner across the organization to reduce customer friction, improve retention, increase digital adoption, and deliver measurable improvements throughout the insurance journey.

What does a Product Owner- Customer Experience do at GAINSCO?

• Own and improve the customer journey across quoting, policy issuance, billing, servicing, renewals, claims, and retention.
• Translate customer needs and business goals into prioritized roadmaps, epics, features, user stories, and acceptance criteria.
• Manage the product backlog and partner with development teams throughout Agile delivery to produce timely, high-quality solutions.
• Improve digital experiences across online quoting, self-service portals, mobile applications, payment solutions, claims tracking, and customer communications.
• Use customer feedback, analytics, complaint trends, and operational data to prioritize enhancements and measure results.

What is required?

Education:

• Bachelor's degree in Business, Marketing, Technology, Insurance, or a related field required.

Experience:

• 5+ years of experience in Product Management, Product Ownership, Customer Experience, Business Analysis, or a related role is required.
• 3+ years of experience within Property and Casualty insurance is required, preferably non-standard auto insurance.
• Experience working in Agile and Scrum environments, including sprint planning, backlog refinement, sprint reviews, and retrospectives.
• Experience gathering requirements, managing product backlogs, writing user stories, and defining acceptance criteria.Strong understanding of digital customer journeys and customer experience best practices.
• Knowledge of insurance policy administration, billing, claims, and CRM platforms.
• Experience using analytics tools such as Power BI, Tableau, Adobe Analytics, or Google Analytics.
• Familiarity with customer contact center technologies and omnichannel engagement tools.

Skills and Abilities:

• Strong communication and leadership skills, with the ability to influence without direct authority.
• Proven ability to lead complex, cross-functional programs and deliver initiatives predictably.
• Strong analytical skills with the ability to turn customer and operational data into actionable priorities.
• Excellent stakeholder management and facilitation skills.
• Ability to translate complex business needs into clear requirements for technical and non-technical partners.
• Strong business acumen with a focus on customer value, operational efficiency, compliance, and profitability.
• Experience developing business cases and ROI analyses for proposed initiatives.
• Demonstrated ability to deliver measurable business outcomes.

What else do you need to know?

• Hybrid
• Excellent benefits package: medical & dental, vision insurance, life insurance, short term, and long-term disability insurance
• Parental Leave Policy
• 401K + Company Match
• PTO + Paid Company determined Holidays.

**Applicants are required to be eligible to lawfully work in the U.S. immediately; employer will not sponsor applicants for U.S. work authorization (e.g. H-1B visa) for this opportunity**

All offers are contingent upon a successful background investigation (including employment, education, criminal and DMV verification- when applicable) and a pre-employment drug test with results satisfactory to GAINSCO.

GAINSCO is an Equal Employment Opportunity Employer

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor.