Executive Director, Rewards Customer Experience Product Manager

JPMorgan Chase & Co. • New York, NY

10d • $180,500 - $285,000

About The Position

As an Executive Director on the Rewards Product team, you will define and deliver core digital experiences that help customers discover, navigate, understand, manage, and maximize the value of their rewards relationship. You will set the product vision and roadmap for the rewards customer experience and lead cross-functional delivery at scale. The role involves translating customer insights into measurable outcomes, simplifying customer journeys, and driving engagement. You will partner with product, design, technology, analytics, marketing, operations, and strategy teams to create connected experiences that improve customer engagement and outcomes.

Requirements

• 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.
• Experience defining long-term product vision and delivering near-term execution in complex organizations.
• Experience influencing senior stakeholders and driving alignment across cross-functional teams.
• Experience leading cross-functional teams to deliver outcomes through collaboration and stakeholder management.
• Experience evaluating and applying emerging technologies, including AI-enabled experiences and personalization, where appropriate.
• People leadership experience, including hiring, coaching, and developing product talent.
• Bachelor’s degree.
• Must be authorized to work for any employer in the US; immigration sponsorship and sponsorship takeover are not available.
• Candidates must be local to the listed work locations or willing to relocate independently immediately upon hire.

Nice To Haves

• Advanced degree, for example an MBA.
• Experience in rewards, loyalty, or customer engagement platforms.
• Experience defining and improving top-of-funnel digital engagement and navigation experiences.
• Experience building measurable customer experience measurement frameworks, such as engagement, satisfaction, and task completion.
• Experience delivering personalization capabilities across multiple digital channels.
• Experience building multi-year roadmaps across foundational capabilities and innovation workstreams.
• Experience partnering with risk and controls stakeholders in product delivery.

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 with 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 balancing 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.

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