FBS - Customer Experience Product Manager

Description

Our Client is one of the United States’ largest insurers, providing a wide range of insurance and financial services products with gross written premiums well over US$25 Billion (P&C). They proudly serve more than 10 million U.S. households with more than 19 million individual policies across all 50 states through the efforts of over 48,000 exclusive and independent agents and nearly 18,500 employees. Finally, our Client is part of one the largest Insurance Groups in the world.

About the Role

We are seeking a strategic and data-driven professional to support the growth of the Consumer Direct Home product suite across online and call center channels. This role focuses on enhancing customer experiences, driving digital innovation, and delivering profitable growth.

You will play a key role in developing and executing strategic initiatives, leveraging analytics, and collaborating with cross-functional teams to implement solutions that improve performance, enable new digital capabilities, and elevate customer engagement.

What You’ll Do

• Develop and execute strategic business plans and marketing initiatives to achieve gross written premium, new business, and profit targets.
• Support the growth of Consumer Direct channels by enhancing digital and call center experiences.
• Define and document business and technical requirements for growth-driven strategic initiatives.
• Lead cross-functional projects as a business owner or Agile Product Manager, prioritizing backlogs and delivering customer-centric solutions.
• Partner with stakeholders across the enterprise to design, implement, and optimize digital capabilities and tools.
• Conduct A/B testing and leverage performance-based solutions to drive continuous improvement.
• Translate data and research into actionable insights to enhance customer experience and business outcomes.
• Monitor market trends and competitive intelligence to inform product development and go-to-market strategies.
• Develop prototypes, support implementation, and communicate deliverables to senior leadership.
• Collaborate with analytics teams to measure performance and assess the impact of customer experience initiatives.

Requirements

• 6+ years of professional experience in the field

• Proven background in analytics, performance reporting, process improvement, and customer experience initiatives.
• Experience leading cross-functional projects and working in Agile environments.
• Strong understanding of digital channels, user research, and customer insights.
• Bachelor’s degree required.
• Experience using Google Analytics, Adobe Analytics and Mixpanel
• Experience in product marketing and digital strategy.
• Proficiency in developing user stories and business requirements.

Benefits

Competitive compensation and benefits package:

1. Competitive salary and performance-based bonuses
2. Comprehensive benefits package
3. Career development and training opportunities
4. Flexible work arrangements (remote and/or office-based)
5. Dynamic and inclusive work culture within a globally renowned group
6. Private Health Insurance
7. Pension Plan
8. Paid Time Off
9. Training & Development

Note: Benefits differ based on employee level.