Customer Experience Product Advisor

Job Description: The SBS division of the National Association of Insurance Commissioners (NAIC) has an exciting opportunity for a Customer Experience Product Advisor. This position serves as a bridge between customers and the product team, bringing firsthand operational experience to help ensure all ITG products align with real-world user needs. This role provides practical insight into customer workflows, regulatory processes, and operational challenges, helping translate customer perspectives into actionable product improvements. The position works closely with Product Managers, Product Owners, and development teams to support requirements development, feature prioritization, usability improvements, and customer adoption This is a full-time remote position. Residency within the United States is required.

Responsibilities

Include: Customer Insight and Product Input Provide firsthand customer perspective on product features, workflows, and usability across all ITG applications. Identify operational challenges and opportunities for improvement based on real-world system use. Represent the “voice of the customer” during product planning, backlog refinement, and prioritization discussions. Requirements and Workflow Support Assist product managers and product owners in translating customer workflows into clear requirements and user stories. Validate that proposed features and enhancements align with how customers perform their day-to-day work. Help identify edge cases and operational scenarios that should be considered in system design. User Acceptance and Product Validation Support user acceptance testing by validating system functionality against real customer workflows. Provide feedback on usability, navigation, and process efficiency. Identify potential customer adoption challenges prior to product release. Customer Engagement and Feedback Gather and synthesize feedback from customers to inform product improvements. Help conduct the annual SBS Customer Satisfaction Survey as well as the Business Area Focus Groups (BAFGs). Participate in SBS marketing and demonstration opportunities. Support product demonstrations, advisory groups, and customer feedback sessions. Help communicate product changes and improvements in a way that resonates with customers. Adoption and Continuous Improvement Recommend enhancements that improve efficiency, usability, and overall customer experience. Help identify opportunities to reduce operational friction and improve system adoption. Partner with product teams to continuously improve customer experience. Management Responsibilities: This position does not have direct reports. Minimum Education and/or Experience Required: Education Bachelor’s degree in business, Information Systems, Public Administration, Regulatory Studies, or a related field; or an equivalent combination of education and relevant professional experience. Coursework or training emphasizing customer experience, operations, regulatory environments, or information systems is preferred. Certifications Product Management, Business Analysis, or Agile-related certifications (e.g., Certified Business Analysis Professional (CBAP), Agile/Scrum certifications, Product Owner certification) preferred. Training or certification related to customer experience, usability, or service design is a plus. Experience Prior experience as a user of regulatory back-office products or a similar regulatory/operational system environment. Strong understanding of customer workflows, operational processes, and regulatory considerations. Ability to communicate effectively between technical teams and business users. Experience providing feedback on system usability, workflows, or product improvements preferred. Strong collaboration and problem-solving skills. Systems & Technology Requirements: Microsoft Office Suite/365, Jira Cloud, Target process preferred. Schedule: Remote While this position qualifies for a fully remote schedule, you may be required to come into the office for ongoing meetings, events or training. Travel: This position requires regular, out-of-state, overnight travel in support of member meetings and events throughout the year. Must be able and willing to travel to locations throughout the United States and with such frequency as necessary to meet the needs of this position and the Association. Compensation: $123,000 - $160,000 commensurate with education and experience. Sponsorship: Applicants must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time. Interested in learning more about the amazing benefits the NAIC offers? Visit our Benefits page for more information. The NAIC is proud to be an Equal Opportunity Employer Applicants for all positions are considered without regard to age, race, creed, color, religion, sex, sexual orientation, gender identity or expression, national origin or ancestry, marital status, pregnancy, genetic information, military or veteran status, disability, or any other basis protected by applicable law.