CX Sr Principal Product Manager

CX Senior Product Manager sits at the intersection of customer experience, product development, and business strategy. This role shapes how a product delivers value to customers through exceptional experiences - aligned with business goals. Also, will partner and coach other PMs for alignment with business strategy.

Define strategy and clarify vision

• Define and communicate a clear CX product strategy aligned with customer needs, brand values, and business objectives.
• Identify and prioritize key customer experience episodes (e.g., purchase, charging, etc) that drive loyalty, satisfaction, or differentiation.
• Clarify the experience vision within each episode, articulating the intended emotional and functional outcomes based on customer data, behavioral insights, and business priorities.
• Identify and prioritize experience-led innovation opportunities based on customer insights, journey gaps, and market trends.
• Create roadmaps that articulate how CX enhancements will improve customer satisfaction, retention, and loyalty.
• Establish feedback loop and track customer experience metrics and product usage data to refine strategies and inform roadmap updates

Customer and market understanding

• Lead or partner on customer research, journey mapping, customer segmentation & persona development to surface unmet needs.
• Synthesize qualitative and quantitative insights to shape product direction and CX priorities.
• Stay abreast of industry trends, future technology, competitor experiences, and benchmarks to inform strategy.

Capability building and coaching

• Elevate product management maturity across the organization by modeling and embedding best practices in CX-led product strategy.
• Coach product teams on customer-centric thinking, problem framing, hypothesis-driven development, and connecting product features to end-to-end customer journeys.
• Partner with leaders in product, design, and engineering to build shared language, frameworks, and rituals that promote alignment and accelerate decision-making.
• Help define standards and toolkits for product discovery, journey mapping, and prioritization that center on customer value and experience quality.
• Champion a test-and-learn culture - running A/B tests or pilots for CX hypotheses.
• Act as a thought partner and mentor to emerging product leaders, fostering a culture of curiosity, empathy, and iterative learning.

• Minimum Educational Qualifications
  
  
  
  • BA/BS degree Business, Computer Science, Behavioral Science or equivalent professional experience supported by subject matter training. Proven leader of people.
  • Advanced degree and/or additional experience preferred.
  
  
  
  
• Minimum Experience
  
  
  
  • 10+ years of experience in product management and/or product design
  • 10+ years of experience working collaboratively with engineering, design, and research teams
  • Track record of successfully launching and growing customer-facing products
  • Experience delivering software products that interact with hardware a plus
  • Strong leadership, sense of ownership, great collaborator
  
  
  
  
• Other Job-Specific Skills
  
  
  
  • Ability to design and facilitate collaborative working sessions in an efficient manger
  • Curious, questioning skills to gain understanding and build support.
  • Adaptable with proven track record of growing responsibilities.
  • Able to coordinate multiple initiatives simultaneously.
  • Self-motivated with strong analytical, organizational and problem-solving skills.
  • Ability to communicate effectively with internal and external customers as well as non-technical and technical personnel.
  • Strong verbal and written communication skills.
  • Skilled at questioning, using evidence to persuade.
  • Ability to present complex positions and strategies for business decisions, processes and plans.
  • Ability to interact with other Honda company's personnel, builds strong relationships at all levels and across all business units and organizations, and understands business imperatives.