Executive Director - Sapphire Lounge Marketing, Digital and Guest Experience

Executive Director Lounge Experience

Create travel experiences that feel premium, seamless, and memorable. In this role, you will shape how customers discover, use, and enjoy Sapphire Lounge benefits across digital channels and in-lounge experiences.

As an Executive Director Lounge Experience in the Sapphire lounge team, you lead the development and execution of Sapphire Lounge marketing, digital, and guest experience strategies. You partner across digital, travel, marketing, analytics, and external agencies to deliver new benefits and improve customer experiences across Chase channels and partner channels. You also lead and develop a team, aligning in-lounge experiences to the Sapphire brand while driving measurable outcomes.

Job responsibilities include:

• Lead the strategy and execution for Sapphire Lounge marketing, digital experience, and in-lounge guest experience to deliver new travel benefits.
• Partner with cross-functional teams across digital, travel, marketing research, brand, and analytics to define and deliver the end-to-end customer experience.
• Align the in-lounge guest experience to Sapphire brand guidelines, experiential strategy, and talent collaborations, pop-ups, and special events.
• Lead and support guest experience, operations, and marketing teams to deliver a differentiated and memorable lounge experience.
• Build and leverage relationships across lines of business and external partners to deliver in-lounge and digital experiences that advance lounge objectives.
• Partner with digital product owners and third parties to lead digital concept development and implementation for travel benefits.
• Own long-term roadmap planning and influence prioritization across internal stakeholders and partners.
• Develop internal and external marketing strategy for new travel benefits, including industry awareness and communications.

Required qualifications, capabilities, and skills include:

• Ten or more years of digital, marketing, or experiential experience in the travel or financial services industry.
• Strong understanding of digital experience, digital channels, and end-to-end project management.
• Proven track record developing and managing large-scale, customer-facing programs.
• Demonstrated cross-functional leadership, partnership, and influencing skills.
• Direct people leadership experience.
• Outstanding relationship management and ability to work within a highly matrixed structure.
• Exceptional critical thinking and problem-solving skills, with the ability to influence decisions.
• Excellent communication skills, including the ability to translate data into insights and recommendations.
• Proactive, action-oriented, and results-driven, with the ability to prioritize and manage multiple complex initiatives.
• Excellent written and verbal communication skills.
• Bachelor's degree required.

Preferred qualifications, capabilities, and skills include:

• Master of business administration preferred.
• Hospitality industry experience.

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.

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

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.