• Own and evolve the customer login and portal experience, balancing usability, security, and scale. • Lead customer discovery with SMB users to uncover friction, unmet needs, and opportunities. • Define and execute a clear product vision, strategy, and roadmap for customer experience and AI-driven features. • Partner closely with UX, engineering, data, and AI teams to design intuitive, scalable experiences. • Use data, experimentation, and customer insights to drive prioritization and continuous improvement. • Thoughtfully integrate AI into the customer experience (personalization, automation, self-service). • Act as the voice of the customer, advocating for clarity, simplicity, and usability across the product.