Executive Director, Rewards Experience & Product Strategy

JP Morgan Chase; New York (NY); On-site; USD 180,000 - 280,000; Full time

Job summary

JP Morgan 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 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.

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, 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.
• Bachelor’s degree; advanced degree preferred.

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

Stakeholder management

People leadership

AI-enabled personalization

Education

Bachelor’s degree

Advanced degree (MBA)

Job description

JP Morgan 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 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.