Product Director - Personalization & Customer Insight

JPMorgan Chase; New York (NY); On-site; USD 180,000 - 300,000; Full time

Job summary

JPMorgan Chase is seeking a Product Director for Personalization & Customer Insights. You own the product vision for AI-powered intelligence and lead PMs to deliver it. You translate research into multi-year roadmaps, coordinating with Data Scientists, ML Engineers, and business stakeholders to drive value.

You will build a team, validate models, and ensure responsible AI practices while delivering scalable personalization across surfaces.

Qualifications

• 8+ years delivering products or technology applications.
• Strong knowledge of product lifecycle, design, and analytics.
• Experience shipping AI/ML-powered products to production.
• Proven ability to influence cross-functional stakeholders.
• Hands-on data fluency with SQL/Python.

Responsibilities

• Oversees the product roadmap, vision, development, execution, risk management, and business growth targets.
• Leads end-to-end lifecycle with new products and methodologies, manages risk and costs.
• Coaches the product team on best practices and adoption strategies.
• Owns product performance and investments to achieve objectives.
• Monitors market trends and identifies differentiation opportunities.
• Frame hypotheses and run experiments to validate impact.
• Define and track KPIs for engagement, cost, quality, and risk.
• Aligns with partners on contracts, SLAs, and guardrails for safe delivery.
• Ensure responsible AI and data practices across the portfolio.
• Drive execution in a matrixed organization to executives.

Skills

Product lifecycle

AI/ML products

Stakeholder management

Leadership

Experimentation

SQL/Python

Data-driven decision making

Tools

SQL

Python

GitHub Copilot

ML frameworks

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.

You own the products that give a clear, 1:1 understanding of each customer, built for customers and for the bankers who serve them. You make sure that intelligence is tested and validated before it reaches customers, and you drive the personalization strategy with the lines of business. You partner closely with the platform and modeling teams that build and serve the models, but your portfolio is the intelligence itself and how the business puts it to work. At its core, this work is about personalization that makes every interaction feel built around the individual: the sense that the bank knows them and is working for them. Delivering that at scale takes more than one great product; it takes a product organization with a clear strategy and the leadership to execute it. This role sets that vision, builds the team that delivers it, and drives it to reality across the organization.

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,