Director, Product - Customer Experience

Job Details: Job Location: BillGO Colorado HQ

• Fort Collins, CO, Position Type: Full Time, Salary Range: $151500.00 - $227200.00Salary, Travel Percentage: Negligible, Job Category: Product, Director of Product – Customer Experience BillGO is seeking a Director of Product, Customer Experience to define and drive the product strategy for customers across the lifecycle (enrollment, activation, retention, churn, engagement). This role is responsible for creating the product vision behind Customer Experience capabilities, expanding product offerings, and ensuring alignment between go-to-market execution and internal product and engineering delivery. You will lead the development of customer experiences and platforms that enable scalable growth and deeper customer relationships, partnering closely with marketing, engineering, data, and go-to-market teams. This role sits at the intersection of strategy, product innovation, and execution. This leader will drive the experience for existing customers, with a focus on increasing lifetime value, improving retention, and broadening the products & services offered to customers, and will partner closely with acquisitions to improve prospect targeting. 💥 Why This Role Matters This role is critical because it enhances BillGO’s customer experience with the product capabilities required to achieve them. By defining the strategy and ensuring alignment between go-to-market efforts and internal delivery, this role enables scalable, efficient customer experiences. Without this role, Customer Experience efforts can become fragmented; with it, BillGO gains a unified, strategic approach that accelerates utilization, deepens engagement, improves retention, and ensures the organization builds the right products & services to grow with our customers. 🚀 What You’ll Do Customer Experience Product Strategy & Vision Define and own the product strategy and roadmap for Customer Experience capabilities across BGX Translate business goals into scalable product solutions that enhance the customer experience Identify new opportunities to test and improve utilization, retention, and the expansion of products & services to our customers Go-To-Market Alignment Partner with data and engineering teams to align product capabilities with GTM strategies Ensure product readiness supports the customer experience to improve utilization, retention, and the expansion of products & services Drive alignment between product delivery and external market needs and timelines Product Development & Delivery Collaborate with engineering to deliver high-impact customer experience features Define clear requirements, success metrics, and prioritization frameworks Balance speed, scalability, and technical feasibility in product decisions Performance & Optimization Director of Product – Customer Experience Role Description Define and monitor KPIs (net promoter score, retention rates, utilization rates, LTV, etc.) Use data and experimentation to continuously improve Customer Experience outcomes Partner with analytics to ensure measurement frameworks support decision-making Cross-Functional Leadership Serve as the central point of alignment across product, engineering, marketing, and growth Influence stakeholders and drive clarity on priorities and trade-offs Build and mentor product team members as the function scales 🌟 What You Bring: 8+ years of experience in product management, with a focus on customer lifecycle Proven track record of translating business strategy and analysis into digital experiences that optimize the customer experience, especially within digital platforms Experience defining product strategy and leading roadmap execution Strong analytical and problem-solving skills Deep understanding of customer lifecycle metrics (activation, retention, churn, engagement) Experience with cohort analysis and segmentation Ability to leverage AI tools (e.g., Claude, ChatGPT) as a force multiplier to improve speed, quality, and impact of work. Strong experience working cross-functionally with marketing, engineering, and data teams Preferred Experience in fintech, payments, banking, or lending Experience with customer experience mapping Experience with process engineering frameworks (LEAN, Six Sigma, etc.)