Head of Rewards CX & Digital Experience

JPMorgan Chase; New York (NY); On-site; USD 250,000 - 350,000; Full time

Job summary

JPMorgan Chase is seeking an Executive Director, Rewards product manager to define and deliver core digital experiences that help customers discover, navigate, understand, manage, and maximize rewards value. You will set the product vision, roadmap, and partner across product, design, technology, analytics, marketing, operations, and strategy.

You will lead a cross-functional team to drive engagement and business outcomes, establish OKRs, and deliver mobile-first experiences.

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.

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 leadership

Cross-functional leadership

Data-driven decision making

Stakeholder management

AI-enabled personalization

Education

Bachelor's degree

MBA

Job description

JPMorgan Chase is seeking an Executive Director, Rewards product manager to define and deliver core digital experiences that help customers discover, navigate, understand, manage, and maximize rewards value. You will set the product vision, roadmap, and partner across product, design, technology, analytics, marketing, operations, and strategy.

You will lead a cross-functional team to drive engagement and business outcomes, establish OKRs, and deliver mobile-first experiences.