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Digital Product Manager - Customer Engagement

Boston, MAProductPermanent (Full-Time)Customer Experience

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Simply Business is more than our name. It's how we approach insurance: Make it clear. Make it simple. Make it affordable. By combining exceptional talent, technology, data, and knowledge, Simply Business is the go-to online insurance brokerage that protects small businesses and the entrepreneurs who work hard to build them. 

We want team members who have the drive to challenge boundaries. If you’re smart and passionate about delivering brilliant customer experiences, we’d love to hear from you.

We need a Digital Product Manager to join our team in Boston.

As a team we are responsible for increasing customer lifetime revenue and satisfaction. At Simply Business, we aim to be simpler, smarter and always on the side of small business. As our customers, small business owners and landlords can expect to manage their insurance quickly and easily, online or offline. As we learn more about our customers, we can give them the user experience they need, and ensure their cover grows with their business. This requires internal and external collaboration, across multiple product areas, commercial and marketing teams.

As Digital Product Manager you will

  • work with the senior product manager for customer success, helping to understand the problems and opportunities that arise in this space, and the underlying assumptions to explore
  • lead the retention product team of software engineers, owning the backlog and sharing responsibility for delivery with the engineering lead, ensuring that the team has a clear mission, vision and focus
  • take a global view of customer retention, understanding the relative positions of each market and tailoring your approach accordingly and recognising where opportunities in one market could benefit the other
  • work with the customer experience and data analysis experts in the product discovery unit, helping to understand what opportunities exist to improve customer retention, and to find and test the assumptions and possible solutions
  • work with stakeholders from around the business, such as marketing, insurance product, operations and finance, identifying opportunities, communicating and explaining changes and prioritising requests
  • ensure that our renewal processes continue to meet the expectations of customers, insurers, regulators and our operational teams
  • become an expert in the key lifecycle metrics for customer success, able to identify the areas of biggest impact, articulate the needs and expectations of business stakeholders, and contextualise those with trends in user behaviour and data analysis

Responsibilities include

  • understanding the business landscape for customer retention, owning and prioritising a backlog of opportunities and ensuring the right pace of progress is in place
  • collaborating with subject matter experts across the UK and US and product discovery experts to identify and validate product growth opportunities, taking a data-driven approach and learning to work with various experimental techniques, to ultimately formulate a product roadmap for the area
  • ensuring internal and external stakeholders are kept up to date with regular updates and clear communications on the progress of initiatives that support the delivery of the overarching product group strategy
  • working closely with your product team and the senior product manager to ensure we deliver work in an efficient, cost-effective manner, whilst embracing ambiguity and developing a good technical understanding
  • explaining to the product and engineering teams the business needs from our group, and why we are delivering changes at the point we are, based on an understanding of the market, competitors, data, and our customer needs
  • working with product managers across the company the ensure validated opportunities are prioritised for delivery appropriately, tracking and reporting on their progress

What we are looking for:

  • someone with humility, empathy and a bias to action, who is comfortable with ambiguity and excited to learn
  • a clear understanding of product principles, agile methodology and the importance of a lean philosophy
  • a collaborative approach to solving problems, knowing how to get the most out of team members and business partners, alongside a willingness to challenge existing approaches and ideas 
  • strong communication and interpersonal skills, a history of stakeholder management and decision making
  • resilience and a drive to deliver outcomes over output, maintaining a focus on the customer at all times
  • critical thinking and the ability to gather, process, synthesize and simplify complex information
  • proactive risk elimination, looking after our business and our partners, to contribute to ruthless prioritisation
  • fluency with data, experimentation and the Build-Measure-Learn (BML) cycle
  • a good cultural fit, who is respectful, fair and trustworthy, passionate, compassionate and collaborative
  • appreciation of the complexity and power of software engineering, ability to weigh the costs against value delivered, able to command the respect of engineers and understand technical best practices
  • software delivery experience, working with engineers and an Agile methodology to deliver results at pace
  • facilitation experience, a familiarity with running small group sessions, or presenting to larger mixed groups
  • preferred experience in insurance or financial services
What are the benefits?

Here are some of the great benefits and perks that come from being a Simply Business employee:
• A salary that reflects your experience, our pay policy, and the market we’re in from your first day
• Group plan for medical, dental, and prescription drug coverage
• Short term disability, long term disability, and life insurance coverage
• Participation in the Company’s bonus program
• Participation in 401(k) plan with a 3% employer match
• Commuter benefits to help cut down on commuting costs
• 25 days of vacation time plus 10 company holidays
• Flexible working hours and working from home
• Annual company trip, regular outings, and volunteer opportunities 
• An awesome WeWork office with cold brew coffee and other beverages on tap, local pop-up events, and more 

Simply Business is an equal opportunity employer. We're committed to welcoming and helping to grow employees within an inclusive & diverse culture. And that commitment starts with our interview process. 

Once you apply, your info will be reviewed in a committee with employees from different levels, teams, and experiences. We pride ourselves on fostering a sense of community, which is only made stronger by each individual at SB, so you'll have the opportunity to meet a variety of people throughout the process. Get excited!

Want more info on working at Simply Business? Check out our careers page: https://www.simplybusiness.com/careers/ 

A brief update on Covid-19 (coronavirus)

Simply Business is well prepared to deal with unprecedented events. We’re an agile business by nature – and our hiring and interview process is no exception. Due to the Covid-19 pandemic, some parts of our hiring process may take a little longer than usual.  Please bear with us, and rest assured that we're happy to hear from you and receive your application.

If it looks like you could be a good fit for the role, we’ll ask you to interview on Zoom – you’ll need WiFi and a laptop, or a 4G-enabled smartphone. If you don’t have access to either of these, or you need support with your application, get in touch with us at [email protected] Similarly, please email us if you’re not well, you’re self-isolating, or if you want to pause your application for a bit – we’ll be happy to keep you updated on future opportunities like the one below.
Apply now

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© Copyright 2021 Simply Business. All Rights Reserved. Simply Business is a trading name of Xbridge Limited which is authorised and regulated by the Financial Conduct Authority (Financial Services Registration No: 313348). Xbridge Limited (No: 3967717) has its registered office at 6th Floor, 99 Gresham Street, London, EC2V 7NG.