• Director, Customer Experience Product Management

    Location US-CA-San Francisco
    Job ID
    35607
  • Summary

    Esurance is looking for a Director, Customer Experience Product Management to join a dynamic and award-winning team of individuals who are committed to making insurance smarter, easier, and dare we say- cooler. As part of a growing company that is focused on providing an outstanding customer experience, you’ll have the opportunity to expand your skills and discover your potential.

     

    If you’re looking for a career at a socially conscious company that offers great benefits — including matching 401k and tuition reimbursement — then you may have just found your new home. 

     

    Esurance combines the spunk of a startup company with the backing of Allstate (the largest publicly held personal lines insurer in the U.S.) to create a unique, energized, and exciting place to work. 

     

    This role must be fulfilled from our San Francisco office location.

    Responsibilities

    Leveraging and aligned with Esurance’s overall Experience Strategy, the Director of Experience Product Management guides the digital product teams and roadmap for customer experience. The Director works with all areas of the business to identify and prioritize opportunities, manages and leads the digital product teams responsible for understanding the business and functional requirements while ensuring delivery of experience outcomes that enhance the customer experience across all channels and customer touchpoints. In addition to product management of the experience outcomes, the Director is also a key stakeholder of product strategy and is the management owner for platform solutions supporting experience for all channels and touchpoints.

     

     

    • Partner and collaborate with product owners, user research and insights, user experience design, marketing strategy, claims, sales, and service operations, and engineering and development teams to design and bring to market new experiences that solve important customer, care agent, and company problems.
    • Proactively researching opportunities on behalf of and in partnership with business partners acting as the bridge between business teams representing user needs (primarily field operations, customer experience strategy, and experience designers) and IT to align technology with business goals
    • Serving as the internal advocate and administrator for business owners impacted by product management priorities on the product strategy roadmap
    • Communicating effectively and across functions and disciplines to ensure that the teams are completely aligned to the objectives and can do the job effectively
    • Building strong relationships with peers and key stakeholders that will support execution, based on mutual alignment of strategic objectives and demonstrated mastery of our customers’ and internal users’ needs and customer value proposition
    • Ensure that our experience roadmap and technology project requirements create solutions that will achieve customer and company goals
    • Ensuring roadmap priorities are aligned with PMO portfolio management and with key strategic priories across the company
    • Managing a team of business analysts who gather business and functional requirements and are trusted and strategic partners with both business and technology teams
    • Creating systems and approaches to ensure quality outcomes ranging from user testing and feedback groups to defect tracking to root cause analyses
    • Collaborating with the technology team to ensure that architectural design including technology acquisition will serve customer and business needs and be ROI positive
    • Rebalancing, adding, and editing our roadmap on a consistent basis and making fast prioritization calls to ensure the right outcomes are achieved
    • Representing the interests of business users, maintaining technological fluency and market awareness to monitor proposed technology solutions for efficiency, availability, scalability, and quality
    • Adapt and evolve our product management capabilities through leadership excellence and a demonstration of Esurance core values
    • Embracing and guiding teams through change to continuously improve our experience and grow our organization to world-class status
    • Developing change management capabilities to improve efficiency and lead teams major company changes ensuring quality outcomes for customers, the business, and our associates
    • Modeling a strong passion for wearing customers’ shoes by experiencing what our customers do across channels and leveraging VOC insights, User Experience Research and Design, and instill this same passion in all team members.
    • Synthesizing outside-in and inside-out thinking to select and inform the most impactful people, process, and technology strategies, and develop strong change management capabilities to help most efficiently institute those strategies
    • Inspiring team members and business partners to adopt new methodologies and mindsets to enhance product outcomes

    Qualifications

    • Strong internal partnership skills particularly with business executives and technology associates
    • Experience working with remote teams across multiple locations
    • Unique balance of skills in strategic thinking with high-volume successful implementations
    • Track record developing and managing a successful product roadmap
    • Familiarity with both waterfall and agile development methodologies
    • Successful history of delivering customer-driven products designed to create a great customer experience
    • Proven expertise leading cross-functional teams that together launch on-time and on-budget desktop, web or mobile software product offerings, for both end users and internal users
    • Strong project management skills, including the ability to think and lead complex projects simultaneously
    • A strong sense of urgency to help customers and the ability to identify insights and deliver a quality, innovative experience quickly
    • Strong business acumen, with particular ability to align business strategies to technology capabilities
    • Strong written and verbal communication skills
    • Strong presentation and group facilitation skills
    • An attitude that includes being self-motivated, inspiring, learning, teaching, and dead-set on optimizing Willingness to learn new things and teach others what you know

     

    Experience / Education:

    • Bachelor’s degree or equivalent education required
    • MBA or equivalent certifications preferred
    • 12+ years of product management experience involving software projects

     

    Benefits

    At Esurance, being committed to our employees is not just something we say, it’s something we do. Our benefits package is designed to help our associates stay healthy, meet their long-term financial goals, and balance the demands of work and personal life. Esurance rewards hard work, dedication, and creativity with competitive salaries and a generous bonus system. We are committed to our employees and we are dedicated to creating a diverse, positive, innovative and team-oriented work environment.

    Health & wellness

    • Medical, vision, and dental insurance
    • Life insurance (company-paid and supplemental)
    • Accidental death and dismemberment coverage
    • Wellness coaching and incentives
    • Group critical illness coverage
    • Accident indemnity and hospital indemnity plans
    • Group legal

    Savings

    • 401(k) plan with annual matching contribution
    • Referral bonuses
    • Performance-rewarding bonus system
    • Tuition assistance program (up to $5,250 per year)
    • Health savings and flexible spending accounts
    • Commuter benefits

    Family & Community

    • Adoption assistance
    • Maternity leave
    • Buckle Up Baby program
    • Pet insurance discount
    • Charitable gift matching
    • Give Time, Get Time volunteer program
    • Employee Assistance Program

    Time off

    • Short-term disability
    • Long-term disability (employee-paid option)
    • Paid time off (holidays, vacation, personal choice days)

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