Executive Director, Identity Lifecycle Management

Job Description

Help shape the future of identity while protecting customers who trust us with sensitive information. In this role, you will make it simple and safe for customers to keep their identity data current and help catch and fix issues before they cause harm.

As an executive director identity lifecycle in Trust and security , you lead identity lifecycle management for customer demographic and identity updates, including phone, email, address, and legal name changes. You partner across channels, lines of business, and technology teams to deliver seamless customer experiences while putting strong protections in place during higher-risk updates. You also own the strategy and roadmap for remediating potentially inaccurate or missing identity data and drive measurable improvements in data quality and account takeover prevention. 

Job responsibilities

• Set the vision, strategy, and execution plan for how customers update identity and demographic data across channels.
• Partner with channels and lines of business to design and deliver simple, best-in-class update experiences.
• Build protections for high-risk update moments, including possession and verification checks to help prevent account takeover.
• Create and deliver a roadmap to remediate potentially inaccurate or missing identity data, including proactive customer outreach and validation.
• Balance strong security with a smooth customer experience, reducing unnecessary friction for legitimate customers.
• Lead, mentor, and develop a team of product managers, building a culture of innovation, accountability, and excellence.
• Collaborate with technology, design, fraud, modeling, and operations teams to deliver scalable and reliable solutions.
• Define and track key metrics for customer experience, data quality, remediation progress, and account takeover outcomes.
• Establish and champion data governance standards, policies, and controls for identity lifecycle processes.
• Ensure solutions meet applicable privacy, policy, and audit requirements and maintain a strong control environment.
• Represent the team in senior leadership forums, clearly communicating strategy, risks, and results while keeping the roadmap forward-looking.

Required qualifications, capabilities, and skills

• Proven experience as a product leader in identity, fraud, data management, customer experience, or related domains.
• Strong understanding of identity verification, possession checks, and account takeover prevention.
• Experience designing customer-facing experiences across multiple channels and partnering across lines of business.
• Strong leadership skills, including managing and developing product teams and leading large cross-functional programs.
• Demonstrated ability to build and execute roadmaps that deliver measurable customer, business, and risk outcomes.
• Excellent communication, collaboration, and stakeholder management skills, including simplifying complex topics for diverse audiences.
• Strong technical fluency across modern data platforms, cloud-based architectures, and data pipelines.
• Solid understanding of data governance, privacy regulations, and compliance obligations related to identity data.
• Strong analytical, data-driven approach to prioritization and decision-making.
• Bachelor’s degree in computer science, information systems, engineering, a related discipline, or equivalent professional experience.

Preferred qualifications, capabilities, and skills

• Demonstrated success building and launching complex technology or customer-facing products in regulated industries.
• Advanced degree in a technical, analytical, or business field.
• Familiarity with identity and access management standards, protocols, and frameworks.
• Experience applying artificial intelligence or machine learning to identity, fraud, or risk use cases.
• Experience running large-scale data remediation or customer outreach programs.
• Hands-on experience with agile product development at enterprise scale.

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.