Chief Rewards Experience Product Leader

JP Morgan Chase; New York (NY); On-site; USD 230,000 - 320,000; Full time

Job summary

JP Morgan Chase in New York seeks an Executive Director, Rewards Customer Experience Product Manager to define and deliver core digital experiences that help customers discover, navigate, understand, manage, and maximize rewards.

You will partner with product, design, technology, analytics, marketing, operations, and strategy to create connected experiences that drive engagement and measurable business outcomes.

Qualifications

• 10+ years of experience in product management, digital strategy, or customer experience leadership
• Experience defining and scaling customer-facing digital products across web and mobile channels
• Experience leading teams delivering customer engagement, navigation, personalization, self-service experiences, or end-to-end digital journeys
• Experience applying customer-centered design practices, journey mapping, experimentation, and product discovery methods
• Experience using data and customer insights to identify opportunities, prioritize investments, and measure outcomes
• Experience defining long-term product vision and delivering near-term execution in complex organizations
• Experience influencing senior stakeholders and driving alignment across cross-functional teams
• Experience leading cross-functional teams to deliver outcomes through collaboration and stakeholder management
• Experience evaluating and applying emerging technologies, including AI-enabled experiences and personalization
• People leadership experience, including hiring, coaching, and developing product talent
• Bachelor’s degree

Responsibilities

• Define and execute the product vision, strategy, and roadmap for the rewards customer experience, including discovery, navigation, education and tracking
• Evolve the primary rewards entry experience so customers can easily explore the full breadth of Rewards
• Identify customer pain points and unmet needs using research, analytics, behavioral insights, and competitive intelligence, and translate findings into prioritized investments
• Establish objectives and key results (OKRs) and performance metrics to measure engagement, discoverability, satisfaction, task completion, and business outcomes
• Partner with design and technology leaders to deliver intuitive, personalized, mobile-first experiences aligned to customer expectations and industry best practices
• Drive innovation initiatives that leverage emerging technologies and next-generation loyalty experiences
• Lead cross-functional delivery across product, design, technology, analytics, operations, finance, risk, controls, and marketing to deliver customer and business value
• Develop and maintain a multi-year roadmap that balances foundational capabilities, experience modernization, experimentation, and innovation
• Communicate product vision, strategy, progress, and outcomes to senior leadership and stakeholders
• Recruit, mentor, and develop a diverse, high-performing team of product managers focused on customer experience and product delivery excellence

Skills

Experience in product leadership

Digital strategy

Customer experience leadership

Cross-functional leadership

User-centered design

Data-driven decision making

Long-term product vision

Stakeholder management

AI-enabled personalization

People leadership

Education

Bachelor's degree

Advanced degree (MBA)

Job description

JP Morgan Chase in New York seeks an Executive Director, Rewards Customer Experience Product Manager to define and deliver core digital experiences that help customers discover, navigate, understand, manage, and maximize rewards.

You will partner with product, design, technology, analytics, marketing, operations, and strategy to create connected experiences that drive engagement and measurable business outcomes.