Executive Director, Customer Experience Core Product

Job Description

Shape the future of card account management, one of the most highly used digital experiences for cardmembers. You will lead the strategy and delivery of experiences that make it easier to monitor spend, manage accounts, access servicing, and discover benefits.

As a Executive director card account management in Customer experience core product , you set the strategic direction and oversee the core card digital experience across mobile and web channels. You own the vision, roadmap, and delivery of the card dashboard and related account management capabilities so customers can complete key tasks, find what they need, and discover relevant actions with ease. You lead and coach product managers while partnering across product, design, technology, data and analytics, marketing, servicing, and portfolio teams to deliver measurable improvements in engagement, self-service, satisfaction, and business outcomes.

Job Responsibilities:

• Define and execute the strategy for the digital account management platform so customers can monitor spend, manage accounts, and complete important tasks across app and web.
• Lead the evolution of the card dashboard, improving personalization, relevance, and actionability.
• Build and scale personalization capabilities that use customer behavior, relationship context, account activity, and eligibility signals.
• Improve navigation and findability by simplifying journeys and reducing friction for common tasks such as payments, statements, alerts, rewards, benefits, and account maintenance.
• Define a digital merchandising approach that surfaces relevant content, offers, and benefits while minimizing clutter and confusion.
• Deliver platform-based, reusable patterns and decisioning frameworks that support consistency across portfolios while enabling flexibility where needed.
• Lead discovery using research, analytics, experimentation, competitive insights, and emerging technology to identify and validate opportunities.
• Set clear objectives and key results and establish measurement plans tied to engagement, task completion, self-service adoption, satisfaction, conversion, and growth.
• Drive operational excellence by managing prioritization, dependencies, delivery risks, and business commitments.
• Build strong cross-functional partnerships across design, technology, data and analytics, operations, servicing, marketing, legal, compliance, risk, and controls.
• Lead, coach, and develop a high-performing team of product managers and foster a culture of accountability, experimentation, and customer obsession.

Required qualifications, capabilities, and skills

• Ten or more years of experience in product strategy, digital product management, platform product leadership, or customer experience transformation in complex organizations.
• Demonstrated success building and scaling customer-facing digital experiences that improve engagement, adoption, satisfaction, and business performance.
• Experience leading large digital platforms or ecosystems such as account management, servicing, commerce, or customer engagement destinations.
• Strong people leadership experience building, developing, and retaining high-performing product teams.
• Ability to translate customer needs, business objectives, operational realities, and technology capabilities into clear product strategies and roadmaps.
• Proven ability to influence senior executives and align stakeholders across multiple teams and functions.
• Deep knowledge of modern product practices, including discovery, experimentation, prioritization, roadmap management, and outcome measurement.
• Strong analytical mindset and experience using customer insights, behavioral analytics, experimentation results, and performance metrics to guide decisions.
• Experience leading teams through change and driving alignment in highly matrixed environments.
• Strong executive communication skills, including creating investment cases, strategic recommendations, and operating reviews.
• Passion for building intuitive, personalized, customer-centered experiences that simplify complex customer problems.

Preferred qualifications, capabilities, and skills

• Experience leading digital product strategy in financial services, credit cards, banking, payments, financial technology, or technology-driven organizations.
• Experience with personalization platforms, customer decisioning, recommendation systems, next best action capabilities, or digital merchandising frameworks.
• Experience owning large-scale digital destinations such as dashboards, homepages, account management platforms, or servicing ecosystems.
• Track record improving self-service adoption, engagement, satisfaction, and revenue outcomes.
• Experience using artificial intelligence-enabled tools or automation to improve customer experiences and accelerate product delivery.

Applicants must be authorized to work for any employer in the US. We are not able to provide immigration sponsorship or take over sponsorship of an employment visa at this time. Final job grade level and corporate title will be determined at time of offer and may differ from this posting.

About Us

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 our FAQs for more information about requesting an accommodation.

Equal Opportunity Employer/Disability/Veterans

About the Team

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.

We offer a broad array of credit cards to meet the needs of individuals and small businesses, including Chase-branded and co-branded cards in partnership with well-known companies and organizations. Merchant Services is a leading provider of payment, fraud and data security for companies, capable of authorizing transactions across global currencies.