Description
The Consumer Direct team at Farmers Insurance focuses on driving growth, retention, and customer lifetime value through direct-to-customer interactions across digital and assisted channels. This position leads Indirect Teams.
The Customer Experience Product Manager leads the definition, delivery, and continuous optimization of customer experience solutions across the customer lifecycle. This role partners closely with business, technology, analytics, marketing, and external vendors to identify, prioritize, and execute high-impact initiatives across Nurturing, Remarketing, Cross-Selling, and Retention.
Acting as a strategic product owner and trusted partner to senior leadership, this role serves as an integrator between business needs and technology capabilities, ensuring alignment between customer needs, enterprise goals, and measurable business outcomes.
The role focuses on strategy, prioritization, coordination, and delivery, rather than hands-on execution of platforms or tools. Leads efforts to develop solutions and then work with key partners to build and implement them.
Develops the complete design of customer and supporting processes, to build and/or deploy key tools to monitor, diagnose, predict, and activate customer experience insights.
Identifies and prioritizes customer experience improvement initiatives.
Makes recommendations based on market research and competitive analysis from both within and outside the insurance industry to support product development and go-to-market strategies across channels.
Uses analytical knowledge and program/project management best practices to sponsor key transformation projects, as the main business owner, or Agile Product Manager to lead cross-functional projects prioritizing work in backlogs, and drive for products that deliver to our experience expectations.
Communicates project deliverables to key stakeholders across the Enterprise to include Senior Executive Management. Responsible for defining strategy, requirements, prototyping, testing, training, support procedures, communications and implementation.
Serve as an integrator between business needs and technology solutions, helping to deliver tools and methodologies to align with enterprise goals and objectives.
Proficiently lead conversations with the executive management within the organization, and inspire clear ideas and actions. Collaborate with enterprise stakeholders to develop and prioritize epics and features.
Leverage customer/partner research and data and analytics to bring analytical capabilities to market for both internal users and to optimize customer experiences.
Monitor and track market trends within the insurance industry and other verticals affecting customer experience capabilities and customer's experience expectations.
Applies advanced knowledge of analytics and tools to drive change with partners to create/enhance Customer Experience capabilities.
Develop pilot measurement plans and implementation control plans with Customer Analytics to articulate benefit attribution based on customer experience enhancements or new capabilities.
Assists with planning process by leading analysis and producing cost-benefit analysis for proposed Customer Experience projects. Performs other job duties as assigned.