Experience Product Owner

Grange Insurance • Columbus, OH 43224

Posted 2 weeks ago

Job Description

Lead multi-disciplinary cross-functional Moment of Truth team members in the development and execution of best in class, digitally enabled experiences that serve both our independent agents and customers. Manage the end to end experience for a specific Moment of Truth within the digital roadmap and is responsible for day to day development and alignment of strategic vision.

Focuses on creating world class shopping, buying and servicing experiences with an emphasis on delivering tools for policyholder self-service and enabling independent agent partners at point of sale and other key moments of truth. Defines the strategic direction of customer and agent experiences by cross-functionally leading the conversation with all parts of the organization to understand their strategies and desired outcomes and then translate those into winning customer and agent experience enhancements.


Define and cross-functionally advocate for the strategic vision of the customer/agent experience.

  1. Own development and communicate how the experiences within specified Moment of Truth meet the long term vision and goals of the enterprise to leadership & relevant teams.
  2. Own one-to-two-year view of how the experiences within specified Moment of Truth solves customer and agent needs.
  3. Set Experience strategy for specified Moment of Truth consistent w/enterprise strategic priorities and set vision and direction for the Moment of Truth Experience team.
  4. Define solution offerings within Experience boundaries based on market dynamics and customers needs.
  5. Manage across multiple teams both within and outside of the Experience (Tech, Ops, Finance, UX, etc.).
  6. Provide recommendations on features needed for the Experience for future stages of development, using input from the Moment of Truth Experience Team.
  7. Leverage market research, usability studies, and focus groups to identify best-of-breed benchmarks for the Experience in the market; communicates any findings to the Experience Team and to the Digital Operations Leader and AVP of Customer and Agent Experience.
  8. Develop strategic customer engagement plan for the Experience and drives execution.
  9. Engage externally with customers and agents to identify key experience issues in the market related to the specified Moment of Truth.
  10. Owns customer and agent requirements (user stories, use cases) and business requirements for specified Moment of Truth.
  11. Responsible for grooming and prioritizing the backlog and defining scope and minimum viable product for each iteration.
  12. Own sprint backlog and implementation. Responsible for writing Acceptance Criteria and for approval and validation of User Stories.
  13. Responsible for raising any issues in development, business, UX, etc. related to the critical path of the Experience to the overall digital roadmap to the AVP of Customer and Agent Experience, Digital Operations Lead, Digital Program Manager and other leadership.
  14. Communicate timelines and high priority action items to the Moment of Truth Experience Team.
  15. Responsible for calculating and presenting ROI and Net Profit figures and incorporates this knowledge when prioritizing features for releases. Makes tradeoff decisions between scope (value in expected ROI) and schedule (higher operating expense in longer release cycles).
  16. Experience leading teams following a true lean agile methodology; including incremental delivery and fostering open, transparent cross-functional collaboration.
  17. Interpret data and metrics to optimize customer focus areas and identify actionable insights.
  18. Develop and implement new metrics into measurement techniques; work with business/development teams to develop reports to monitor them, including maintaining updates to the Digital Scorecard.
  19. Maintain awareness of competitive positioning, industry (and non-industry) landscape, emerging technologies, customer/agent demand, industry benchmarks and relevant metrics.


    • Enthusiastic and creative leader with the ability to inspire others.
    • High level of competency collaborating, inspiring and leading others across all levels of the organization.
    • Strong empathy for customers and passion for revenue and growth.
    • Strategic and innovative thinker.
    • Process-oriented mindset.
    • Experience with User Centric Design Disciplines, including Design Thinking.
    • Comprehensive understanding of customer insights, technical capabilities, and experience design principles to translate business, channel and marketing objectives into integrated digital strategies.
    • Proven track record of managing and delivering all aspects of a successful digital experience and end to end solutions throughout their lifecycle (including strategy, vision, UX design, development, testing and training).
    • Strong problem solving, proven prioritization and pragmatic decision making skills.
    • Excellent organizational, verbal, presentation/facilitation and written communication skills.
    • BA/BS degree in Human Computer Interaction (HCI), Design, IT, Marketing or other relevant discipline, MBA a plus.
    • Experienced candidates must have at least 3+ years of hands-on experience in product development, digital, mobile, user experience, or ecommerce.
    • 3+ years of experience working with a variety of digital technology, reflected in a thorough understanding of the digital space.
    • Ability to travel as needed.




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