Executive Director, Customer Experience Core Product - Benefits Platform

JPMorgan Chase & Co. • New York, NY

2d • $180,500 - $285,000

About The Position

As an Executive Director on the Customer Experience Core Product team, you will set the strategic direction and lead the transformation of Chase’s Benefits Platform, which powers its benefits and loyalty ecosystem. You will own the vision and roadmap for capabilities that enable benefits catalog management, eligibility determination, enrollment, tracking, personalization, communications, and integration with customer-facing experiences. The role combines platform product leadership, customer-centric thinking, technology strategy, and commercial acumen to create reusable capabilities that accelerate innovation and improve platform adoption, operational efficiency, resiliency, and speed to market.

You will lead and develop product managers responsible for distinct platform domains, establishing clear ownership, shared standards, and an integrated roadmap. You will work with senior Product and Technology leaders to align investments, navigate dependencies and trade-offs, and translate platform modernization into measurable customer and business value. This includes partnering across Product, Technology, Architecture, Data & Analytics, Risk, Controls, and Card Portfolio teams to build a scalable, resilient, API-driven platform that supports differentiated benefits experiences across portfolios and digital channels.

Requirements

• At least 10 years of experience in product strategy, platform product management, digital product leadership, technology-enabled product development, or related product disciplines within complex organizations.
• Proven experience defining and executing strategies for large-scale platforms, APIs, data products, shared services, or technology-enabled product ecosystems.
• Ability to translate complex customer, business, operational, and technology needs into platform strategies, roadmaps, and investment priorities.
• People leadership experience building, developing, and retaining high-performing product teams and leaders.
• Experience partnering with Engineering and Architecture leaders on platform modernization, system design, API strategy, data capabilities, resiliency, and technical sustainability.
• Experience developing reusable platform capabilities consumed by multiple products, customer journeys, business units, or channels.
• Strong understanding of modern product practices, including discovery, experimentation, product strategy, prioritization, roadmap and backlog management, and outcome measurement.
• Analytical experience using platform telemetry, operational KPIs, customer insights, adoption measures, and business outcomes to inform strategy and investment decisions.
• Ability to influence senior executives and align stakeholders across complex, highly matrixed organizations.
• Experience managing significant cross-team dependencies and balancing near-term business needs with long-term platform modernization.
• Strong executive communication skills, including explaining complex technology and platform concepts through strategic narratives, investment cases, recommendations, and trade-offs.
• Experience in regulated or risk-based environments and effective partnership with Legal, Compliance, Risk, Controls, Privacy, and Information Security stakeholders.

Nice To Haves

• Product strategy experience in financial services, credit cards, banking, payments, loyalty, rewards, benefits, offers, travel, or fintech.
• Experience with benefits, loyalty, entitlement management, catalog management, eligibility, enrollment, tracking, or partner ecosystem platforms.
• Experience with APIs, service-oriented architecture, event-driven systems, microservices, enterprise data products, or shared platform capabilities.
• Experience with personalization, customer decisioning, targeting, recommendations, next-best-action, or customer engagement platforms.
• Track record of modernizing legacy platforms or fragmented capabilities into scalable, reusable products and services.
• Experience establishing product operating models that provide clear domain ownership while maintaining alignment across an integrated platform ecosystem.
• Experience improving platform reuse, adoption, resiliency, data quality, operational efficiency, and speed to market.
• Experience leveraging AI-enabled capabilities, automation, or advanced analytics to enhance platform products, product development, or customer experiences.

Responsibilities

• Define and execute the long-term vision and strategy for the Benefits Platform across Card portfolios, channels, and customer journeys.
• Modernize Benefit Catalog, Eligibility, Enrollment, Tracking, Personalization, Communications, and non-functional platform capabilities into clearly owned, reusable products and services.
• Partner with Technology and Architecture to establish an API-driven strategy that simplifies integrations and enables consistent access to platform capabilities.
• Establish product ownership, accountability, roadmaps, success measures, and lifecycle management across platform domains.
• Build scalable, reusable capabilities across portfolios and experiences while allowing flexibility for differentiated Card Member propositions.
• Enable personalization and decisioning using customer context, eligibility, account attributes, and other relevant signals.
• Partner with customer-facing Product teams to translate emerging needs into scalable platform capabilities and accelerate experience innovation.
• Use platform metrics, customer insights, operational performance, technology health, business priorities, and consuming-team needs to guide discovery, investments, and sequencing.
• Partner with Technology and Architecture on system design, service architecture, API strategy, data products, technical sustainability, resiliency, and modernization.
• Lead, coach, and develop product managers responsible for major platform domains.
• Align platform priorities and investment decisions with Card Portfolio teams and stakeholders across Product, Technology, Architecture, Data & Analytics, Risk, Legal, Compliance, and Controls.
• Establish governance and operating mechanisms for roadmap management, dependencies, platform adoption, instrumentation, releases, and operational and technology risks.
• Set OKRs and measures for adoption, reuse, speed to market, integration efficiency, platform health, operational performance, data quality, resiliency, and enabled customer and business outcomes.

Benefits

• Competitive total rewards package, including base salary determined by role, experience, skill set, and location.
• Eligible roles may receive commission-based pay and/or discretionary incentive compensation in cash and/or forfeitable equity.
• Comprehensive health care coverage.
• On-site health and wellness centers.
• Retirement savings plan.
• Backup childcare.
• Tuition reimbursement.
• Mental health support.
• Financial coaching.

What This Job Offers

• Job Type: Full-time
• Career Level: Executive
• Education Level: No Education Listed