Director, Product - Customer Experience

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