Executive Director, Rewards Experience & Engagement

Aumni; New York (NY); On-site; USD 190,000 - 270,000; Full time

Job summary

Chase is seeking an Executive Director, Rewards Product to set the vision and roadmap for our rewards experiences on web and mobile. You will collaborate with product, design, technology, analytics, marketing, and operations to deliver connected experiences that improve engagement and outcomes.

You will define and deliver core digital experiences that help customers discover, navigate, understand, manage, and maximize the value of their rewards relationship.

Qualifications

• 10+ years of 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, 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

Product management

Digital strategy

Customer experience

Cross-functional leadership

Data-driven decisions

Stakeholder management

AI-enabled experiences

People leadership

Team leadership

Education

Bachelor’s degree

MBA

Job description

Chase is seeking an Executive Director, Rewards Product to set the vision and roadmap for our rewards experiences on web and mobile. You will collaborate with product, design, technology, analytics, marketing, and operations to deliver connected experiences that improve engagement and outcomes.

You will define and deliver core digital experiences that help customers discover, navigate, understand, manage, and maximize the value of their rewards relationship.