Executive Director, Customer Experience Core Product - Benefits Platform

Job Description

Job Description

Shape the future of Chase's Benefits Platform, the foundational product ecosystem that powers how benefits are defined, made available, personalized, enrolled, tracked, and communicated across customer experiences. Lead the strategy, roadmap, and transformation of core platform domains including Benefit Catalog, Eligibility, Enrollment, Tracking, Personalization, Communications, and the API and data capabilities that connect these services to customer-facing experiences. Build a modern, reusable, API-driven platform that simplifies integrations, accelerates speed to market, strengthens domain ownership, and enables differentiated benefits experiences across Card portfolios and digital channels. Partner across Product, Technology, Architecture, Data & Analytics, Risk, Controls, and Card Portfolio teams to establish a long-term platform strategy that balances customer and business outcomes with scalability, resiliency, and technology modernization.

Job Summary

As an Executive Director on the Customer Experience Core Product team, you will set the strategic direction and lead the transformation of the Benefits Platform that powers Chase's benefits and loyalty ecosystem. You will own the vision and roadmap for the platform capabilities that enable benefits catalog management, eligibility determination, enrollment, tracking, personalization, communications, and integration with customer-facing experiences. This role combines platform product leadership, customer-centric thinking, technology strategy, and strong commercial acumen to create reusable capabilities that accelerate innovation while improving platform adoption, operational efficiency, resiliency, and speed to market. You will lead and develop a team of product managers responsible for distinct platform domains while creating clear ownership, shared standards, and an integrated platform roadmap. You will bring strong executive presence and influence, partnering across senior Product and Technology leadership to align investments, navigate complex dependencies and trade-offs, and translate platform modernization into measurable customer and business value.

Job Responsibilities

• Define & Execute the Benefits Platform Vision: Establish and lead the long-term strategy for the Benefits Platform, creating a scalable foundation that powers benefits and loyalty experiences across Card portfolios, channels, and customer journeys.

• Modernize Core Platform Capabilities: Lead the transformation of Benefit Catalog, Eligibility, Enrollment, Tracking, Personalization, Communications, and platform non-functional capabilities into clearly owned, reusable products and services.

• Drive API & Services Strategy: Partner closely with Technology and Architecture to establish an API-driven platform strategy that simplifies integrations, strengthens reuse, and enables consuming teams to access Benefits capabilities consistently and efficiently.

• Establish Strong Domain Ownership: Create clear product ownership and accountability across Benefits Platform domains, ensuring each capability has a defined strategy, roadmap, success measures, and lifecycle management approach.

• Build for Scale & Reuse: Champion platform solutions that allow capabilities to be developed once and reused across portfolios and experiences, reducing unnecessary complexity while enabling flexibility for differentiated Card Member propositions.

• Enable Personalization & Decisioning: Establish platform capabilities that allow customer context, eligibility, account attributes, and other relevant signals to power more personalized and contextually relevant Benefits experiences.

• Accelerate Customer Experience Innovation: Partner with customer-facing Product teams to understand emerging needs and translate them into scalable platform capabilities that improve speed to market and enable differentiated experiences.

• Lead Platform Discovery & Investment Prioritization: Use platform metrics, customer insights, operational performance, technology health, business priorities, and consuming-team needs to identify opportunities and make investment and sequencing decisions.

• Partner with Technology & Architecture: Establish a strong Product-Technology partnership around system design, service architecture, API strategy, data products, technical sustainability, resiliency, and modernization.

• Manage & Develop Product Leaders: Lead, coach, and develop a team of product managers responsible for major platform domains, strengthening platform thinking, technical fluency, strategic influence, and end-to-end product ownership.

• Drive Cross-Functional & Portfolio Alignment: Partner across Card Portfolio teams, Product, Technology, Architecture, Data & Analytics, , Risk, Legal, Compliance, and Controls to align platform priorities and investment decisions.

• Drive Operational Excellence: Establish mechanisms for roadmap governance, dependency management, platform adoption, instrumentation, release planning, and management of operational and technology risks.

• Own Platform Outcomes & Performance: Establish OKRs and measures for platform adoption, reuse, speed to market, integration efficiency, platform health, operational performance, data quality, resiliency, and the customer and business outcomes enabled by the platform.

Required Qualifications, Capabilities, and Skills

• 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.

• Demonstrated ability to translate complex customer, business, operational, and technology needs into clear platform strategies, roadmaps, and investment priorities.

• Strong people leadership experience with a track record of building, developing, and retaining high-performing product teams and leaders.

• Proven ability to partner deeply 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 development practices including discovery, experimentation, product strategy, prioritization, roadmap management, backlog management, and outcome measurement.

• Strong analytical orientation with experience using platform telemetry, operational KPIs, customer insights, adoption measures, and business outcomes to inform product strategy and investment decisions.

• Proven 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 the ability to simplify complex technology and platform concepts into clear strategic narratives, investment cases, recommendations, and trade-offs.

• Experience operating within regulated or risk-based environments and partnering effectively with Legal, Compliance, Risk, Controls, Privacy, and Information Security stakeholders.

Preferred Qualifications

• Experience leading product strategy within 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 create clear domain ownership while maintaining alignment across an integrated platform ecosystem.

• Experience driving improvements in 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.

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.