Product Owner

Description

We deliver our customers peace of mind every day by helping them protect what they value most. Come join the U.S Retail Markets Experience and Strategy organization as a Product Owner (PO) II. We have two openings aligned to our Insurance Professional Service Experience portfolio and will help deliver on our mission to create reusable, efficient, and personalized service experiences that drive value in every interaction.

Product Owner II - I manage Servicing via Salesforce and Agency Preferences within the Insurance Professional portfolio (Small Commercial).

This Product Owner owns these journeys for employees and independent agents, contributing to efficiency, ease of use, and satisfaction. They partner closely with Research and Design and will drive innovation and strategic direction to transform how we deliver exceptional service - ensuring scalable, efficient, and customer-centric solutions.

• Servicing customers currently through Salesforce. Works closely with various stakeholders on new features, increase efficiency, and optimize call deflection. Build out a vision for the future, establish a multi-year roadmap, and gain buy-in from stakeholders through research, data, and voice of the customer.
• Agency Preferences: Newly funded and formed to reimagine and modernize how agents set and manage preferences, including both their agency and customers. Work with Distribution peers on a seamless experience with the Agent Portal and partner closely with tech on a common solution that could support Personal Lines.

• Rate/renewal/cancellation journey: Sets the vision and leads the experience for helping a customer during their rate & renewal conversations, leveraging key capabilities such as intelligent recommendations, contextual knowledge, and gamification.
• Real-time guidance: Sets the vision and leads the experience for integrating real-time intelligent guidance (e.g., leads, upsells, retention tactics, etc.); partners closely with enablement & data science partners to identify & scale new recommendations; partners with various teams to influence the ability to leverage the guidance in a thoughtful manner to maximize business outcomes.
• Service Framework: Manages our service framework technology, driving strategy and ensuring we design & scale key capabilities while preserving a consistent & cohesive experience; assesses authentication and authorization and supports audit controls; leads platform connections with external teams such as Telephony, Right Track, and Claims