Product Owner, Customer Experience

Own the customer experience product agenda across GAINSCO’s insurance lifecycle, aligning customer needs with business goals and operational requirements.

Responsibilities

• Drive continuous improvement of the customer journey from quoting through policy issuance, billing, servicing, renewals, claims, and retention.
• Convert customer insights and business objectives into prioritized roadmaps, epics, features, user stories, and acceptance criteria.
• Maintain and govern the product backlog and collaborate with development teams to deliver timely, high-quality outcomes using Agile practices.
• Enhance digital experiences for online quoting, self-service portals, mobile applications, and payment capabilities.
• Improve end-to-end customer support flows including claims tracking and customer communications.
• Use customer feedback, analytics, complaint trends, and operational data to prioritize enhancements and evaluate results.

Requirements

• Bachelor’s degree in Business, Marketing, Technology, Insurance, or a related field required.
• 5+ years of experience in Product Management, Product Ownership, Customer Experience, Business Analysis, or a related role required.
• 3+ years of experience in Property and Casualty insurance, preferably non-standard auto insurance, required.
• Experience working in Agile and Scrum, including sprint planning, backlog refinement, sprint reviews, and retrospectives.
• Proven ability to gather requirements, manage product backlogs, write user stories, and define 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.
• Strong communication and leadership skills, with the ability to influence without direct authority.
• Ability to lead complex, cross-functional programs and deliver initiatives predictably.
• Strong analytical skills to translate 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 focused 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.

Technologies

• Agile
• Scrum
• Power BI
• Tableau
• Adobe Analytics
• Google Analytics
• CRM platforms

Location and Work Setup

• Richardson, TX (hybrid)

Benefits

• 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