Product Owner, Rewards Journey

Standard Chartered; Kuala Lumpur; Hybrid; MYR 180,000 - 300,000; Full time

Benefits offered by this job

Flexible working options

Unmind wellbeing platform

Annual leave and benefits

Professional development opportunities

Job summary

Standard Chartered in Kuala Lumpur is seeking a senior product leader to own and evolve the bank's Rewards & Loyalty ecosystem, turning rewards into a strategic engagement platform that drives affluent customer activity, digital adoption and wealth growth. You will define journeys, partnerships and KPI-driven improvements across Awareness, Earn, Burn, and Personalised Customer Journeys.

The role requires leading cross-functional squads across Product, Engineering, Design, Analytics, Marketing

Qualifications

• Bachelor’s or Master’s Degree in Marketing, Business, Analytics, Computer Science, Digital Product Management or related field.
• Experience in digital product management and loyalty/rewards preferred.
• Strong English communication and stakeholder engagement skills.

Responsibilities

• Define and own the end-to-end Rewards & Loyalty product vision, strategy and roadmap.
• Own customer journeys across rewards awareness, earn, burn, tiering and personalised journeys.
• Create engagement frameworks using rewards, gamification and targeted campaigns.
• Deliver mobile-first journeys in partnership with Design and Engineering.
• Utilise Adobe Analytics, Adobe Experience Platform and CDP to optimise journeys.

Job description

Job Summary

Own and evolve the bank's Rewards & Loyalty ecosystem as a strategic digital product that drives affluent customer engagement, digital adoption, relationship deepening, retention, and Asset Under Management (AUM) growth.

Job Summary

Own and evolve the bank's Rewards & Loyalty ecosystem as a strategic digital product that drives affluent customer engagement, digital adoption, relationship deepening, retention, and Asset Under Management (AUM) growth. This role is accountable for defining and delivering a rewards-led engagement ecosystem across Awareness, Earn, Burn, Loyalty, Tiering, Benefits, Partnerships, and Personalised Customer Journeys. The objective is to transform rewards from a transactional proposition into a strategic engagement platform that increases customer activity, strengthens loyalty, drives wealth activation, and creates measurable business growth outcomes.

Key Responsibilities

Product strategy & ownership

• Define and own the end-to-end Rewards & Loyalty product vision, strategy and roadmap. Establish rewards as an engagement, retention and deepening lever across Wealth, Banking, Deposits, Cards, Referrals and Digital channels. Build business cases, secure stakeholder buy-in and drive adoption.

Customer journey ownership

• Own customer journeys across rewards awareness, earn mechanics, burn and redemption, tier/status progression, benefits, missions, lifecycle engagement and customer deepening. Design interventions that drive AUM, wealth activation, NNM, product deepening, referrals, segment upgrades and digital engagement.

Engagement, loyalty & growth

• Create engagement frameworks using rewards, gamification, personalised missions, milestones and targeted campaigns. Improve reward visibility, utilisation, redemption, repeat engagement, customer satisfaction and relationship stickiness.

Digital & Mobile Experience

• Partner with Design and Engineering to deliver mobile-first journeys. Integrate rewards into acquisition, onboarding, servicing, wealth engagement and everyday app experiences through contextual, personalised and insight-led interactions.

Data, analytics & personalisation

• Use Adobe Analytics, Adobe Experience Platform (AEP), CDP capabilities and behavioural analytics to identify opportunities, create audiences, define KPIs, optimise journeys, and drive next-best-action strategies.

Rewards ecosystem & partnerships

• Own rewards economics, value propositions, earning models and redemption frameworks. Expand partner ecosystems across travel, lifestyle, dining, retail and wealth propositions, with differentiated propositions for Affluent, Priority and Emerging Affluent clients.

Delivery & stakeholder management

• Own backlog management, prioritisation, roadmap execution and benefits realisation. Lead cross-functional squads across Product, Engineering, Design, Analytics, Marketing, Operations and Business, and influence stakeholders across markets.

Strategy

• Develop and execute the Rewards & Loyalty strategy aligned to WRB, affluent growth, digital engagement and customer deepening priorities.

Business

• Drive measurable outcomes across affluent engagement, AUM growth, wealth activation, retention, customer lifetime value, referral growth and digital adoption.

Processes

• Own product governance, prioritisation, backlog hygiene, experimentation discipline, benefit tracking and cross-market implementation processes.

People & Talent

• Lead through influence across product, design, technology, analytics, marketing, risk, legal, compliance and market teams. Build clarity, momentum and accountability across squads without direct reporting lines.

Risk Management

• Identify, assess, monitor and mitigate delivery, conduct, data, privacy, regulatory, operational and customer-impact risks across rewards journeys and personalisation use cases.

Governance

• Ensure the proposition, campaigns, personalisation, data usage, partner integrations and customer communications comply with Group standards, market regulations and approval requirements.

Regulatory & Business Conduct

• Display exemplary conduct and live by the Group's Values and Code of Conduct.
• Take personal responsibility for embedding the highest standards of ethics, including regulatory and business conduct, across Standard Chartered Bank.
• Understand and ensure compliance with all applicable laws, regulations, guidelines and the Group Code of Conduct.
• Effectively and collaboratively identify, elevate, mitigate, resolve risk, conduct and compliance matters.
• Lead the relevant business, product and delivery teams to achieve the outcomes set out in the Bank’s Conduct Principles: Fair Outcomes for Clients; Effective Financial Markets; Financial Crime Compliance; The Right Environment.

Key Stakeholders

• Affluent Banking, Wealth Management, Cards, Deposits, Digital Banking, Marketing, Analytics, Data Science and Customer Strategy teams.
• Technology, Engineering, Architecture, Design, UX Research, Operations, Risk, Legal, Compliance, Data Privacy and Information Security.
• Market product teams, country stakeholders, ecosystem partners, reward merchants, agencies and platform vendors.

Other Responsibilities

• Embed Here for good and the Group's brand and values in the role and across all delivery interactions.
• Perform other responsibilities assigned under Group, Country, Business or Functional policies and procedures.
• Maintain a clear product narrative, roadmap, benefit case, delivery plan, KPI scorecard and ongoing optimisation agenda for Rewards & Loyalty.

Success Measures / KPIs

Customer engagement

• MAU, mobile engagement frequency, reward awareness, rewards hub engagement, redemption rate, digital adoption and customer stickiness.

Affluent growth

• AUM growth, NNM, wealth activation, affluent acquisition, segment upgrades and multi-product penetration.

Loyalty & retention

• Retention, repeat engagement, referrals, customer satisfaction, NPS and customer lifetime value.

Commercial performance

• Revenue impact from engagement-led journeys, campaign effectiveness, product profitability and return on rewards investment.

Experimentation & optimisation

• Prioritised backlog, test cadence, funnel improvement, personalisation uplift and benefits realisation tracking.

Experiences, Skills And Qualifications

Education

• Bachelor’s or Master's Degree in Marketing, Business, Analytics, Computer Science, Digital Product Management or related field.

Training

• Product management, agile delivery, customer journey design, data analytics, experimentation, personalisation or loyalty/rewards training preferred.

Licenses

• unless required by local market regulation.

Certifications

• Adobe Analytics, Adobe Experience Platform, CDP, Agile/Product Owner, UX, Analytics or Digital Marketing certifications preferred.

Languages

• Business-fluent English required. Mandarin / Chinese language proficiency preferred to support Greater China stakeholder engagement, partner management and customer research.

Required Experience

• 8+ years of experience in Product Management, Digital Banking, Wealth Management, Loyalty, Rewards, Customer Engagement, Digital Marketing, Analytics or FinTech.
• Proven track record owning and scaling digital products that deliver measurable customer and business outcomes.
• Experience managing complex customer journeys across products, segments, channels and markets.
• Have knowledge and experience in commercial and growth mindset with demonstrated impact on engagement, retention, AUM, wealth activation or business growth KPIs.

Required Skills & Knowledge

• Understanding of affluent banking, customer lifecycle management, loyalty, rewards, engagement and retention strategies.
• Deep understanding of mobile-first product development, customer experience design, UX principles, behavioural design and digital engagement frameworks.
• Fluency in Adobe Analytics, including segments, flows, fallout, funnels, attribution, calculated metrics, experimentation read-outs and performance reporting.
• Proficient in Adobe Experience Platform (AEP), Customer Data Platforms (CDP), audience management, personalisation, activation and journey orchestration.
• Ability to translate customer, behavioural, transactional and engagement data into product opportunities and business growth initiatives.
• Excellent stakeholder management, storytelling, decision quality and influencing skills across senior business, product, technology and market teams.
• Ability to balance customer outcomes, commercial priorities, delivery constraints, risk management and regulatory expectations.

Preferred Qualifications

• Experience within Wealth, Affluent Banking, Rewards, Loyalty, Travel, Lifestyle, Membership, Marketplace or digital consumer ecosystems.
• Experience working across Singapore, Hong Kong, China or broader Asia markets.
• Familiarity with AI-driven personalisation, recommendation engines, customer decisioning and next-best-action platforms.
• Mandarin / Chinese language proficiency preferred.

Key Competencies

Skills And Competencies

• Customer Focus
• Strategic Mindset
• Collaborates
• Action Oriented
• Decision Quality
• Manages Ambiguity

Role Specific Technical Skills & Competencies

• Rewards, loyalty and customer engagement product management
• Adobe Analytics and digital journey analytics
• Adobe Experience Platform / CDP / audience activation
• Mobile experience, UX and customer journey design
• Experimentation, personalisation and next-best-action
• Affluent banking, wealth activation and AUM growth levers

About Standard Chartered

We're an international bank, nimble enough to act, big enough for impact. For more than 170 years, we've worked to make a positive difference for our clients, communities, and each other. We question the status quo, love a challenge and enjoy finding new opportunities to grow and do better than before. If you're looking for a career with purpose and you want to work for a bank making a difference, we want to hear from you. You can count on us to celebrate your unique talents and we can't wait to see the talents you can bring us.

Our purpose, to drive commerce and prosperity through our unique diversity, together with our brand promise, to be here for good are achieved by how we each live our valued behaviours. When you work with us, you'll see how we value difference and advocate inclusion.

Together We

• Do the right thing and are assertive, challenge one another, and live with integrity, while putting the client at the heart of what we do
• Never settle, continuously striving to improve and innovate, keeping things simple and learning from doing well, and not so well
• Are better together, we can be ourselves, be inclusive, see more good in others, and work collectively to build for the long term

What We Offer

In line with our Fair Pay Charter, we offer a competitive salary and benefits to support your mental, physical, financial and social wellbeing.

• Core bank funding for retirement savings, medical and life insurance, with flexible and voluntary benefits available in some locations.
• Time-off including annual leave, parental/maternity (20 weeks), sabbatical (12 months maximum) and volunteering leave (3 days), along with minimum global standards for annual and public holiday, which is combined to 30 days minimum.
• Flexible working options based around home and office locations, with flexible working patterns.
• Proactive wellbeing support through Unmind, a market-leading digital wellbeing platform, development courses for resilience and other human skills, global Employee Assistance Programme, sick leave, mental health first-aiders and all sorts of self-help toolkits
• A continuous learning culture to support your growth, with opportunities to reskill and upskill and access to physical, virtual and digital learning.
• Being part of an inclusive and values driven organisation, one that embraces and celebrates our unique diversity, across our teams, business functions and geographies - everyone feels respected and can realise their full potential.