Product Owner

Join our Personal Lines digital servicing team as a Product Owner supporting modern customer servicing platforms used by employees, independent agents, and business partners. In this role, you will own high-impact servicing capabilities across rate, renewal, and cancellation journeys, real-time guidance and recommendations, and the broader service framework that connects servicing tools to key enterprise experiences. Your work will directly support business growth, profitability, retention, and customer experience goals by helping users deliver smarter, faster, and more consistent service.

Why This Role Matters

• Business-critical scope: Own servicing journeys that influence retention, customer conversations, and policy outcomes.
• Strategic platform impact: Shape foundational servicing capabilities used daily by employees, independent agents, and partners.
• Intelligent servicing: Help scale real-time recommendations, contextual guidance, and next-best-action capabilities.
• Cross-functional visibility: Partner across service, distribution, analytics, data science, UX, architecture, engineering, telephony, claims, and peer product teams.

What You’ll Own

• Rate, Renewal & Cancellation Journeys: Lead experiences that support users during key customer conversations, using intelligent recommendations, contextual knowledge, retention tools, and performance-driving capabilities.
• Real-Time Guidance: Define how leads, upsell opportunities, retention tactics, and other recommendations are surfaced in servicing workflows to improve business outcomes.
• Service Framework: Manage framework capabilities that support a consistent, scalable, and secure experience across servicing platforms, including platform integrations, authentication/authorization, and audit controls.

Key Responsibilities

• Define and communicate a clear product vision, roadmap, and priorities aligned to business and enterprise goals.
• Own and prioritize a complex backlog tied to measurable business outcomes.
• Partner with analytics, data science, UX, engineering, architecture, and business stakeholders to deliver scalable solutions.
• Use data and product health metrics to identify opportunities, measure impact, and guide decisions.
• Lead stakeholder alignment, manage dependencies, and communicate trade-offs across teams and portfolios.

Ideal Candidate

• Strategic, outcome-oriented product thinker
• Comfortable navigating ambiguity and cross-team dependencies
• Strong communicator with proven stakeholder influence
• Data-driven and focused on measurable impact
• Passionate about improving servicing experiences for employees, agents, partners, and customers
• Insurance, servicing platform, or modernization experience preferred

• Advanced knowledge of Agile development methodologies as typically acquired through a Bachelors’ degree in relevant field (business, computer science, humanities etc.), 7 years in business, technology, or consulting with 5 to 7 years direct experience with agile teams
• Master's degree preferred
• High level of proven business expertise needed to set clear priorities for product and understand business value impacts
• Develops strong stakeholder relationships and influencing across multiple organizational boundaries
• Demonstrated experience leading varied audiences through the development of complex ideas, issues and designs
• Ability to lead varied audiences through census building
• Proven experience with Agile practices and expectations
• Comfortable with making decisions with some level of uncertainty
• Strong communication skills, both written and verbal
• Knowledge of insurance industry preferred
• Knowledge of relevant products and portfolio strongly preferred
• Strong experimental mindset to drive innovation amongst uncertainty and exploit market opportunities