Product Director - Personalization & Customer Insight

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

Job summary

Chase is seeking a Product Director in the Personalization & Customer Insights space to own the vision for a portfolio of AI-powered intelligence products. You will lead product managers, set direction, and collaborate with Data Scientists, ML Engineers, and business partners to deliver a multi-year roadmap with a strong focus on responsible AI and privacy.

You will drive experiments, define KPIs, and ensure on-time, high-quality delivery in a highly matrixed environment.

Qualifications

• 8+ years delivering products, projects, or technology applications.
• Extensive knowledge of the product development life cycle, technical design, and data analytics.
• Proven ability to influence adoption of key product life cycle activities including discovery, ideation, strategic development, requirements definition, and value management.

Responsibilities

• Oversees the product roadmap, vision, development, execution, risk management, and business growth targets.
• Leads lifecycle from planning to future development, develops new products and methodologies, manages risks, and achieves targets.
• Coaches and mentors the product team on best practices, enabling them to deliver objectives.
• Owns product performance and investments in enhancements to meet objectives.
• Monitors market trends and identifies opportunities for differentiation.
• Stays hands-on with Data Scientists and ML Engineers: model design, evaluation, iteration for AI/ML solutions.
• Frame hypotheses and run experiments (A/B tests) to validate impact and raise the bar.
• Define and track KPIs for engagement, quality, cost, risk, and reliability.
• Aligns with partner teams on contracts, SLAs, guardrails for safe, consistent delivery.
• Drive responsible AI and data practices across portfolio with Risk, Privacy, and Compliance.
• Represent the Intelligence space to executive stakeholders.

Skills

Product leadership

AI/ML products

Data analytics

Stakeholder management

SQL/Python

Experimentation

Delivery ownership

Ambiguity tolerance

Executive communication

Education

BS/MS in Engineering/Data Science

Tools

GitHub Copilot

Claude

Job description

You lead by building: teams, products, and the strategy that connects them. Join us to shape how the bank turns customer data into intelligence people can act on, and to grow the product leaders who make it real.

As a Product Director in Personalization & Customer Insights (Intelligence) team, you own the product vision and strategy for a portfolio of AI-powered intelligence products, and you lead the product managers who deliver it. You set direction, develop your team, and stay close enough to the work to pressure-test model design, evaluation, and experiment tradeoffs yourself. You act as the voice of the customer, translate research and analytics into a clear multi-year plan, and drive execution across a highly matrixed organization, aligning Data Scientists, ML Engineers, partner teams, and business stakeholders around a shared roadmap. You are accountable for what the team ships, on time and at quality, not just for setting direction.

Job responsibilities

• Oversees the product roadmap, vision, development, execution, risk management, and business growth targets
• Leads the entire product life cycle through planning, execution, and future development by continuously adapting, developing new products and methodologies, managing risks, and achieving business targets like cost, features, reusability, and reliability to support growth
• Coaches and mentors the product team on best practices, such as solution generation, market research, storyboarding, mind-mapping, prototyping methods, product adoption strategies, and product delivery, enabling them to effectively deliver on objectives
• Owns product performance and is accountable for investing in enhancements to achieve business objectives
• Monitors market trends, conducts competitive analysis, and identifies opportunities for product differentiation
• Stay hands-on across the model lifecycle with Data Scientists and ML Engineers: model design, evaluation, and iteration for LLM/ML-based solutions.
• Frame hypotheses and run experiments (e.g., A/B testing) to validate impact and measure outcomes, and raise the experimentation bar across your team.
• Define and track product KPIs for engagement, quality, cost, risk posture, reliability, and business outcomes.
• Align with partner teams on contracts, SLAs, and guardrails so intelligence is delivered safely and consistently across surfaces.
• Be accountable for responsible AI and data practices across your portfolio, including consent management and fairness, in partnership with Risk, Privacy, and Compliance.
• Drive execution across a highly matrixed organization and represent the Intelligence space to executive stakeholders.

Required qualifications, capabilities, and skills

• 8+ years of experience or equivalent expertise delivering products, projects, or technology applications
• Extensive knowledge of the product development life cycle, technical design, and data analytics
• Proven ability to influence the adoption of key product life cycle activities including discovery, ideation, strategic development, requirements definition, and value management
• Experience driving change within organizations and managing stakeholders across multiple functions
• Proven success delivering AI/ML-powered products to production in customer-facing environments, in close partnership with Data Science and ML Engineering across the model lifecycle.
• Demonstrated success with ML-driven personalization and/or next-best-action, including experimentation and rigorous outcome measurement.
• Strong data literacy, able to turn research and metrics into decisions and roadmaps that deliver on time, cost, and quality.
• Hands-on data fluency: able to explore and query data yourself (SQL/Python, or AI-assisted tools such as GitHub Copilot or Claude) to frame problems, sanity-check models, and move quickly. This role does not lead from a distance; familiarity with these tools is expected.
• Accountable for delivery, not just direction: a track record of owning a product through to production and prioritizing under real constraints, balancing new work against operational stability, reliability, controls/regulatory needs, and technical debt.
• Comfort with ambiguity and breadth: a track record of stepping into unfamiliar problem spaces and, in a space that is still forming, helping define it.
• Proven ability to set product vision and drive execution across a highly matrixed organization; excellent executive stakeholder management and clear, structured written and verbal communication.

Preferred qualifications, capabilities, and skills

• Recognized thought leader within a related field
• Experience leading a product team through a period of growth or ambiguity, standing up new areas, not just running established ones.
• Hands‑on experience with AI/ML and LLMs in production (agentic assistants, personalization, recommendations, or representation/embedding‑based systems), including model evaluation and iteration.
• Experience shipping data or platform products that support model developers or agentic assistants (context, signals, evaluation, or self‑service tooling).
• BS or MS in Engineering, Data Science, or a comparable field.

Chase is a leading financial services firm, helping nearly half of America’s households and small businesses achieve their financial goals through a broad range of financial products. Our mission is to create engaged, lifelong relationships and put our customers at the heart of everything we do. We also help small businesses, nonprofits and cities grow, delivering solutions to solve all their financial needs.

We offer a competitive total rewards package including base salary determined based on the role, experience, skill set and location. Those in eligible roles may receive commission-based pay and/or discretionary incentive compensation, paid in the form of cash and/or forfeitable equity, awarded in recognition of individual achievements and contributions. We also offer a range of benefits and programs to meet employee needs, based on eligibility. These benefits include comprehensive health care coverage, on‑site health and wellness centers, a retirement savings plan, backup childcare, tuition reimbursement, mental health support, financial coaching and more. Additional details about total compensation and benefits will be provided during the hiring process.

We recognize that our people are our strength and the diverse talents they bring to our global workforce are directly linked to our success. We are an equal opportunity employer and place a high value on diversity and inclusion at our company. We do not discriminate on the basis of any protected attribute, including race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law. We also make reasonable accommodations for applicants’ and employees’ religious practices and beliefs, as well as mental health or physical disability needs. Visit FAQs for more information about requesting an accommodation.

Equal Opportunity Employer/Disability/Veterans

Our Consumer & Community Banking division serves our Chase customers through a range of financial services, including personal banking, credit cards, mortgages, auto financing, investment advice, small business loans and payment processing. We’re proud to lead the U.S. in credit card sales and deposit growth and have the most‑used digital solutions – all while ranking first in customer satisfaction.

The Digital team is dedicated to creating innovative, industry‑leading products and experiences that help customers access, share and control their financial data so they can make smart decisions with their money. Teams enable innovation while adhering to the firm’s data sharing principles of security, customer control and convenience, and privacy.

Lead AI personalization product strategy, grow PM talent, guide model tradeoffs, and champion privacy, consent, and fairness.