Customer Experience Product Manager

Farmers Insurance is a company dedicated to making a real difference in people's lives through a results-driven culture. They are seeking a Customer Experience Product Manager to lead the development of solutions that enhance customer experience by leveraging insights, analytics, and cross-functional collaboration.

Responsibilities:

• 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
• Define strategy and translate business goals into clear, data‑backed roadmaps, requirements, and campaign plans
• Identify high‑impact opportunities using customer insights, analytics, performance data, and market trends
• Lead cross‑functional initiatives as the business owner or Agile Product Manager, prioritizing backlogs and driving delivery of customer‑centric capabilities
• Oversee end‑to‑end execution including prototyping, testing, training, communications, and implementation
• Serve as integrator between business needs and technology teams to ensure solutions align with enterprise goals
• Coordinate across teams including Marketing, Analytics, Product, Engineering, Operations, Legal, and external vendors
• Drive alignment across stakeholders, manage competing priorities, and ensure initiatives move efficiently from concept to launch
• Define clear requirements, timelines, and success criteria for all initiatives
• Remove blockers and proactively manage dependencies across teams
• Leverage analytics and customer/partner research to enhance customer experience capabilities and bring analytical tools to market
• Monitor performance of lifecycle marketing and customer experience initiatives (conversion, retention, LTV, etc.)
• Establish testing frameworks such as A/B testing and incrementality to validate impact and optimize performance
• Ensure martech ecosystem readiness by coordinating with technical teams on systems, data flows, and integrations (Braze, Drips, Segment, Snowflake, Salesforce)
• Develop measurement plans and cost‑benefit analyses to quantify impact and support decision‑making
• Communicate deliverables, progress, risks, and outcomes to senior executives and enterprise stakeholders
• Influence decision‑making through data‑driven storytelling and strategic framing
• Lead executive‑level conversations to inspire clarity, alignment, and action
• Perform additional duties as assigned to support organizational goals

Requirements:

• Five plus years experience required with extensive relevant customer understanding/user research/consulting experience, packaging and delivering insights to influence change
• Experience in Product Management, Lifecycle Marketing, Growth or Customer Experience roles
• Six plus years combined experience required in analytics, performance reporting, and/or process improvement. Advanced project and process management experience
• Proven track record of leading cross-functional initiatives with measurable business impact
• Experience working in data-driven environments with complex marketing ecosystems
• High School Diploma or equivalent required
• Bachelors degree preferred
• Agile preferred