Product Owner, Customer Experience at GAINSCO in Richardson, TX

Job description

• GAINSCO is seeking a Product Owner, Customer Experience to define, prioritize, and deliver digital and operational solutions that improve the experience for policyholders, prospects, agents, and internal service teams. Serving as the voice of the customer, you will balance customer needs with business objectives, regulatory requirements, operational efficiency, and profitability within the non-standard auto insurance market. You will partner across the organization to reduce customer friction, improve retention, increase digital adoption, and deliver measurable improvements throughout the insurance journey.
• What does a Product Owner- Customer Experience do at GAINSCO?

Responsibilities

• Own and improve the customer journey across quoting, policy issuance, billing, servicing, renewals, claims, and retention.
• Translate customer needs and business goals into prioritized roadmaps, epics, features, user stories, and acceptance criteria.
• Manage the product backlog and partner with development teams throughout Agile delivery to produce timely, high-quality solutions.
• Improve digital experiences across online quoting, self-service portals, mobile applications, payment solutions, claims tracking, and customer communications.
• Use customer feedback, analytics, complaint trends, and operational data to prioritize enhancements and measure results.
• What is required?

Requirements

• Bachelor’s degree in Business, Marketing, Technology, Insurance, or a related field required.
• 5+ years of experience in Product Management, Product Ownership, Customer Experience, Business Analysis, or a related role is required.
• 3+ years of experience within Property and Casualty insurance is required, preferably non-standard auto insurance.
• Experience working in Agile and Scrum environments, including sprint planning, backlog refinement, sprint reviews, and retrospectives.
• Experience gathering requirements, managing product backlogs, writing user stories, and defining acceptance criteria.
• Strong understanding of digital customer journeys and customer experience best practices.
• Knowledge of insurance policy administration, billing, claims, and CRM platforms.
• Experience using analytics tools such as Power BI, Tableau, Adobe Analytics, or Google Analytics.
• Familiarity with customer contact center technologies and omnichannel engagement tools.
• Strong communication and leadership skills, with the ability to influence without direct authority.
• Proven ability to lead complex, cross-functional programs and deliver initiatives predictably.
• Strong analytical skills with the ability to turn customer and operational data into actionable priorities.
• Excellent stakeholder management and facilitation skills.
• Ability to translate complex business needs into clear requirements for technical and non-technical partners.
• Strong business acumen with a focus on customer value, operational efficiency, compliance, and profitability.
• Experience developing business cases and ROI analyses for proposed initiatives.
• Demonstrated ability to deliver measurable business outcomes.

Skills

Required

• Communication
• Leadership
• Influence without direct authority
• Stakeholder management
• Facilitation
• Analytical
• Business acumen
• Power BI
• Tableau
• Adobe Analytics
• Google Analytics
• CRM platforms