Note: The job is a remote job and is open to candidates in USA. PEX is hiring a Product Manager - Customer Experience to lead product development and improve user satisfaction and engagement. The role works across research, design, development, testing, and analytics to deliver user-centered features and guide the product experience from conception through launch and beyond.
Responsibilities
- Bring together insights from every area to design and build the customer experience
- Ship high-quality, new products and features on a weekly basis
- Define and articulate user facing features of the product, including understanding how users will interact with the product and ensuring that these interactions are engaging and intuitive
- Collaborate with multiple business partners to scope, design and develop new features to meet growth, P&L and customer goals
- Rapidly synthesize complex issues into easily understood product requirements and an easy to use user experience
- Develop a deep understanding of user needs and behaviors
- Work closely with UI designers and developers to ensure that the interactive elements of the product are consistent, visually appealing and functionally effective
- Conduct user research to gather insights into how users interact with the product. This includes usability testing, A/B testing, and other methods to validate and refine interactive features
- Create usability test plans, conduct qualitative interviews, synthesize and report on feedback to inform design and development decisions
- Write comprehensive user stories for key product features, including acceptance criteria, and participate in integration and user acceptance testing (UAT) and functionality testing
- Track and report on engagement metrics, and make data driven decisions to improve the product
- Validate design decisions and understand the impact of different interactive elements on user experience and conversion rates
- Manage the lifecycle of product features UX from conception through launch and beyond. This includes prioritizing tasks, setting timelines, and ensuring that projects stay on track
- Analyze user data and translate insights into actionable product improvements
- Provide thought leadership in design thinking and user-centered design principles
- Keep up-to-date with the latest trends in technology and design as well as the competitive landscape, and incorporate these insights into the product strategy
- Effectively visualize and communicate design ideas
- Define and track KPIs and key results around the user experience
- Be an end-user expert on the current PEX platform and all product user experience
Skills
- Experience with UX/UI design, coupled with a keen understanding of user behavior, is required
- 2+ years developing / managing products / digital experiences
- Excellent communication and collaboration skills (both visual and written) to work effectively with cross-functional teams
- Familiarity with Agile methodologies and tools such as JIRA or Azure DevOps
- Experience with A/B and multivariate testing tools such as Optimizely or VWO
- Experience in conducting user research and usability testing
- Proficiency using analytics tools such as Google Analytics, Amplitude, or Mixpanel
- Expertise in using design and prototyping tools such as Figma or Adobe XD for creating detailed wireframes, mockups, and interactive prototypes, enabling effective visualization and communication of design ideas
- Bachelor's degree in Business Administration, Computer Science, Engineering, or a related field
- Prior experience working on small business tools, SaaS products, payments or financial services, or commerce platforms is a plus
- Nice to Have: Experience with CRM platforms (such as Salesforce or Hubspot), familiarity with CDP systems (such as Segment or Rudderstack)
- Nice to Have: Have a portfolio demonstrating a proven track record of shipping user-centric design work
Benefits
- Health & Wellness Offerings
- Flexible PTO
- PEX Parental Leave
- Fully remote
Company Overview