Senior Product Manager, Experience

3M HEALTHCARE; Bethesda (MD); On-site; USD 140,425 - 229,600; Full time

Job summary

GEICO is seeking a CX-focused Product Manager with deep expertise in payments and billing experiences to shape how millions of customers pay for and manage their insurance across web, mobile, and servicing channels.

This role designs and delivers simple, intuitive CX across web, mobile, and servicing channels, while navigating insurance, compliance, and scale; you will lead discovery, roadmaps, and cross-functional collaboration, including AI-driven CX initiatives.

Qualifications

• Bachelor's Degree required.
• 10+ years in Product Management building CX-led digital products.
• Experience in insurance, financial services, or ecommerce.
• Ability to define and track CX KPIs (e.g., completion rate, payment success).
• Experience running A/B tests and CX experiments.

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 that modernize the 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

Product management

CX strategy

User research

A/B testing

Cross-functional collab

ML concepts

Communication

Education

Bachelor's Degree

MBA

Tools

Figma

Job description

Position Summary

GEICO is seeking a CX‑focused Product Manager with deep expertise in payments and billing experiences to help shape how millions of customers pay for and manage their insurance. This role focuses on designing and delivering simple, intuitive, and reliable CX across web, mobile, and other servicing channels while navigating the complexity of insurance, compliance, and scale.

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 that modernize the 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.

Basic Qualifications

• Bachelor’s Degree
• 10+ years of experience in Product Management building complex software with a strong emphasis on CX‑led digital products.
• Experience in insurance, financial services, or ecommerce.
• 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.

Preferred Qualifications

• MBA or equivalent experience.
• Experience improving self‑service experiences to reduce customer contact volume.
• Experience with generative AI, LLM‑powered products, or conversational interfaces.
• Hands‑on wireframing and prototyping (Figma is the standard).
• Strong analytical skills with experience using conversion funnels, drop‑off analysis, and payment success metrics.
• Demonstrated experience in payments ecosystems (card and bank payment processing, APMs, payment lifecycle, recurring payments).

Annual Salary

$140,425.00 - $229,600.00 (general guideline; multiple factors such as scope and responsibilities, experience, education, location, and market considerations are taken into account).

Equal Employment Opportunity Statement

The equal employment opportunity policy of the GEICO Companies provides for fair and equal employment opportunities 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 on the Company. This policy applies to all applicants and associates. GEICO also provides a work environment in which each associate can be productive and work to the best of their ability. We do not condone or tolerate intimidation or harassment. All associates and applicants are required to cooperate in maintaining an atmosphere free from discrimination, harassment, and disrespect.