Principal Product Manager - Experience and Platform

Make CX the center of payments. GEICO is hiring a Principal Product Manager to lead strategy, development, and scaling of a next-generation payments platform. This onsite role in Richardson, TX focuses on delivering simple, intuitive, and reliable customer experiences across servicing channels, including card and ACH, digital interactions, fraud and compliance, and emerging payment technologies.

In this position, you will help modernize payment experiences end to end, with a strong emphasis on customer pain points, practical execution, and measurable outcomes. You will partner closely with design, engineering, and cross-functional stakeholders to turn CX insights into product roadmaps and scalable solutions.

What you’ll do

• Lead product discovery using 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 create high-quality customer journeys, content, and targeted communications across email, SMS, and notifications.
• Collaborate with engineering to implement AI-driven customer experience and 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 including 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 through PRDs, experience flows, roadmaps, and executive updates.

What you bring

• 12+ years of product management experience building complex software with a strong emphasis on CX-led digital products.
• Experience in insurance, financial services, payments platform, or ecommerce.
• Demonstrated experience across payments ecosystems including card and bank processing, APMs, payment lifecycle, and recurring payments.
• Track record of delivering seamless omnichannel payment experiences across web, mobile, IVR, and chat/AI.
• Ability to define and track CX KPIs such as completion rate, payment success, self-service adoption, and 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.

Salary and education

Annual salary range: $140,425.00 - $229,600.00. The range is a general guideline; final compensation is determined based on multiple factors, including the selected candidate.

Education: Bachelor’s Degree.

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, including experience using conversion funnels, drop-off analysis, and payment success metrics.