Executive Director, Rewards CX Product Strategy

JPMorganChase; New York (NY); On-site; USD 180,000 - 260,000; Full time

Job summary

Chase is seeking an Executive Director, Rewards Customer Experience Product Manager to define and deliver core digital experiences that help customers discover, navigate, understand, manage, and maximize their rewards relationships. You will partner across product, design, technology, analytics, marketing, operations, and strategy to create connected experiences that improve engagement and outcomes.

You will lead with a customer-centered mindset, drive the roadmap for educational and tracking

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
• 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 across 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

Product leadership

Digital strategy

Customer experience

Roadmap planning

Cross-functional collaboration

Education

Bachelor's degree

Job description

Chase is seeking an Executive Director, Rewards Customer Experience Product Manager to define and deliver core digital experiences that help customers discover, navigate, understand, manage, and maximize their rewards relationships. You will partner across product, design, technology, analytics, marketing, operations, and strategy to create connected experiences that improve engagement and outcomes.

You will lead with a customer-centered mindset, drive the roadmap for educational and tracking