Product Owner, CRM – Distribution & Marketing

Job description

MSIG USA continues to grow! Company Overview: MSIG USA is the US-based subsidiary of MS&AD Insurance Group Holdings, Inc. , one of the world’s top P&C carriers and a global Class 15 insurer, with A+ ratings and a reach that spans 40+ countries and regions. Leveraging our 350-year heritage, MSIG USA brings the financial strength, expertise, and global footprint to offer commercial insurance solutions that address your business’s unique risks. Summary The CRM Product Owner serves as the key bridge between Distribution, Marketing, and Technology, ensuring that our CRM platform effectively supports producer relationships, distribution strategies, and growth objectives in the E&S insurance space. This role owns the product vision and roadmap, with a focus on lead management, pipeline visibility, and producer engagement. The Product Owner manages and prioritizes the backlog, translates business needs into actionable user stories, and partners across the organization to deliver high-quality, value-driven CRM capabilities that improve producer experience, drive new business, and enhance retention. This role requires strong knowledge of CRM (preferably Dynamics 365), insurance distribution, and marketing processes. Essential Functions Product Strategy and Planning Partner with the Product Manager and business leaders in Distribution, Marketing, and Underwriting to define and communicate the CRM vision, strategy, and roadmap in alignment with growth and customer engagement goals. Develop and maintain a CRM roadmap covering lead and opportunity management, producer/agency 360° views, workflows, and integrations with core Underwriting and Data platforms. Leverage CRM and marketing analytics (e.g., pipeline conversion, producer activity) to inform decisions and prioritize enhancements. Monitor key CRM KPIs (adoption, data quality, utilization, engagement, sales outcomes) and user feedback to evaluate product success and guide continuous improvement. Identify opportunities to streamline producer and internal workflows (e.g., submissions, referrals, renewals, cross-sell/upsell). Backlog Management Own, prioritize, and maintain the CRM product backlog to ensure alignment with distribution, marketing, and organizational priorities. Translate business requirements into clear user stories, acceptance criteria, and configuration needs for CRM and related marketing tools. Collaborate with architects and engineering to design solutions that align with CRM best practices, scalable data models, and integration patterns. Balance quick-win enhancements with foundational improvements such as data quality, governance, and platform performance. Continuously refine backlog priorities based on stakeholder feedback, platform usage, business outcomes, and team capacity. Stakeholder Collaboration Serve as the primary point of contact for CRM needs across Distribution, Marketing, and other stakeholder groups (e.g., Underwriting, Operations, Analytics). Facilitate workshops and discovery sessions to understand producer journeys, sales processes, and marketing campaigns, and translate them into CRM capabilities. Partner with Marketing on campaign execution, segmentation, and customer journeys enabled through CRM and integrated marketing tools. Coordinate with training and change management teams to drive CRM adoption, develop user guides, and support rollout plans. Foster a producer- and customer-centric mindset, ensuring that CRM enhancements improve ease of doing business for agents/brokers and internal teams. Sprint Planning and Execution Lead sprint planning for the CRM pod, articulating sprint goals, priorities, and expected business value. Ensure user stories are well-defined, refined, and ready for development, with clear acceptance criteria and test scenarios. Collaborate closely with Scrum Masters, engineers, CRM app dev, designers, QA, and data teams to deliver high-quality releases. Participate actively in daily standups, sprint reviews, and retrospectives to monitor progress, remove blockers, and drive process improvements. Validate completed work against acceptance criteria and coordinate UAT with business stakeholders, ensuring solutions meet user needs and quality standards. Supervisory Responsibilities This position does not have direct supervisory responsibilities. Qualifications/Education and Experience Bachelor’s degree required. Minimum of 3 years of experience as a Product Owner or similar role (Business Analyst, CRM Lead, etc.). Minimum of 2–3 years of hands-on experience with CRM platforms; Microsoft Dynamics 365 experience preferred. 2–3 years of experience within E&S insurance, with a focus on distribution, sales, or marketing, strongly preferred. Experience working within Agile frameworks required. Knowledge, Skills, and Abilities Strong understanding of CRM concepts (customer/producer 360, sales pipeline, account/contact management, activities, workflows) and how they apply to insurance distribution and marketing. Knowledge of Dynamics 365 configuration concepts (entities/tables, forms, views, business rules, workflows/Power Automate, security roles); ability to collaborate effectively with technical CRM admins and developers. ·Familiarity with insurance distribution channels (agents, brokers, MGAs, digital partners) and related workflows such as lead intake, submissions, renewals, and cross-sell. Ability to analyze sales and marketing data and translate insights into actionable CRM and process improvements. Exceptional communication skills, with the ability to convey complex CRM and data concepts to both technical teams and business stakeholders. Strong organizational and prioritization skills, with the ability to manage competing demands from multiple stakeholder groups. Experience working with marketing teams and tools (email campaigns, journeys, segmentation, marketing automation) preferred. Proficiency with Microsoft Office Suite; experience with other Microsoft ecosystem tools (Power BI, Power Platform, Outlook, Teams) a plus. Why Join MSIG USA? At MSIG USA, strength comes from experience — and vision. Backed by a 350-year global legacy, we are forging a path forward in specialty insurance with the same stability and discipline that define our foundation. We are focused on innovation that matters: data-driven, client-focused, and built for long-term impact. You’ll join a company that values performance, integrity, and purposeful growth. Your role here is more than a job — it’s a commitment to delivering excellence alongside a high-performing, collaborative team. Competitive Compensation Package includes: Competitive salary commensurate with experience along with a performance-based bonus. SALARY: The estimated salary range for this position is $140,000.00 - $210,000.00 per year. This is a good-faith assessment of the salary range for this position only. In determining the actual salary within this range, MSIG USA will consider a candidate’s relevant experience, location, and other job-related factors. Additional Benefits: Healthcare and Retirement Benefits Comprehensive medical, dental, and vision coverage 401(k) with a generous employer match and profit-sharing contribution Wellness incentive program Life and accidental death and dismemberment (AD&D) insurance Flexible spending programs Short-term and long-term disability plans Additional Benefit Programs Paid time off program Paid charitable leave Paid parental leave Tuition reimbursement program Personal insurance (auto/homeowners) discounts It's an exciting time for our company and a great opportunity to join a financially sound and growing global insurance group! It is the policy of MSIG USA to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, MSIG USA will provide reasonable accommodations for qualified individuals with disabilities.