Executive Director, Rewards Customer Experience Product Manager

JP Morgan Chase; New York (NY); On-site; USD 180,000 - 250,000; Full time

Job summary

JP Morgan Chase seeks an Executive Director, Rewards product leader to own the core rewards experiences in a leading loyalty program. You will drive discovery, navigation, education, and tracking across web and mobile, collaborating with product, design, technology, analytics, and marketing.

You will mentor a team of product managers, set multi-year roadmaps, and align initiatives with business outcomes that enhance customer engagement and value.

Qualifications

• 10+ years in product management, digital strategy, or customer-experience leadership.
• Experience defining and scaling customer-facing digital products across web and mobile.
• Experience leading teams delivering customer engagement, navigation, personalization, 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.
• Bachelor's degree required; MBA preferred.

Responsibilities

• Define and execute the product vision, strategy, and roadmap for the rewards customer experience.
• Evolve the primary rewards entry experience so customers can explore Rewards.
• Identify customer pain points and translate findings into prioritized investments.
• Establish OKRs and metrics to measure engagement and outcomes.
• Partner with design and technology leaders to deliver mobile-first experiences.
• Lead cross-functional delivery to deliver customer and business value.
• Develop and maintain a multi-year roadmap balancing foundation and innovation.
• Communicate vision and progress to senior leadership and stakeholders.
• Recruit, mentor, and develop a diverse, high-performing PM team.

Skills

Product management

Digital strategy

Customer experience

Cross-functional leadership

Stakeholder management

Roadmapping

OKRs

Data-driven decision making

AI/personalization

Team leadership

Education

Bachelor's degree

MBA

Job description

Help shape the future of customer loyalty by building intuitive digital experiences that make rewards easier to discover, understand, and use behind one of the most innovative rewards programs in the industry . In this role, you will set the product vision and roadmap for the core rewards experience and lead cross-functional delivery at scale. You will translate customer insights into measurable outcomes, simplify journeys, and drive engagement.

Job summary

As an Executive Director, Rewards customer experience product manager in the Rewards Product team, you will define and deliver the core digital experiences that help customers discover, navigate, understand, manage, and maximize the value of their rewards relationship. You will partner across product, design, technology, analytics, marketing, operations, and strategy to create connected experiences that improve engagement and outcomes.

Job 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

Required qualifications, capabilities and skills

• 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 artificial intelligence (AI)-enabled experiences and personalization, where appropriate
• People leadership experience, including hiring, coaching, and developing product talent
• Bachelor's degree

Preferred qualifications, capabilities and skills

• Advanced degree (for example, MBA)
• Experience in rewards, loyalty, or customer engagement platforms
• Experience defining and improving top-of-funnel digital engagement and navigation experiences
• Experience building measurable customer experience measurement frameworks (for example, engagement, satisfaction, and task completion)
• Experience delivering personalization capabilities across multiple digital channels
• Experience building multi-year roadmaps across foundational capabilities and innovation workstreams
• Experience partnering with risk and controls stakeholders in product delivery

Applicants must be authorized to work for any employer in the US. We are not able to provide immigration sponsorship or take over sponsorship of an employment visa at this time. Final job grade level and corporate title will be determined at time of offer and may differ from this posting. This role does not provide relocation assistance, so all candidates must be local to the work locations listed in the job posting or willing to relocate on their own immediately upon hire.