Product Director - Personalization & Customer Insight

You lead by building: teams, products, and the strategy that connects them. Join us to shape how the bank turns customer data into intelligence people can act on, and to grow the product leaders who make it real.

As a Product Director in Personalization & Customer Insights (Intelligence) team, you own the product vision and strategy for a portfolio of AI-powered intelligence products, and you lead the product managers who deliver it. You set direction, develop your team, and stay close enough to the work to pressure-test model design, evaluation, and experiment tradeoffs yourself. You act as the voice of the customer, translate research and analytics into a clear multi-year plan, and drive execution across a highly matrixed organization, aligning Data Scientists, ML Engineers, partner teams, and business stakeholders around a shared roadmap. You are accountable for what the team ships, on time and at quality, not just for setting direction.

You own the products that give a clear, 1:1 understanding of each customer, built for customers and for the bankers who serve them. You make sure that intelligence is tested and validated before it reaches customers, and you drive the personalization strategy with the lines of business. You partner closely with the platform and modeling teams that build and serve the models, but your portfolio is the intelligence itself and how the business puts it to work. At its core, this work is about personalization that makes every interaction feel built around the individual: the sense that the bank knows them and is working for them. Delivering that at scale takes more than one great product; it takes a product organization with a clear strategy and the leadership to execute it. This role sets that vision, builds the team that delivers it, and drives it to reality across the organization.

Job responsibilities

• Oversees the product roadmap, vision, development, execution, risk management, and business growth targets
• Leads the entire product life cycle through planning, execution, and future development by continuously adapting, developing new products and methodologies, managing risks, and achieving business targets like cost, features, reusability, and reliability to support growth
• Coaches and mentors the product team on best practices, such as solution generation, market research, storyboarding, mind-mapping, prototyping methods, product adoption strategies, and product delivery, enabling them to effectively deliver on objectives
• Owns product performance and is accountable for investing in enhancements to achieve business objectives
• Monitors market trends, conducts competitive analysis, and identifies opportunities for product differentiation
• Stay hands-on across the model lifecycle with Data Scientists and ML Engineers: model design, evaluation, and iteration for LLM/ML-based solutions.
• Frame hypotheses and run experiments (e.g., A/B testing) to validate impact and measure outcomes, and raise the experimentation bar across your team.
• Define and track product KPIs for engagement, quality, cost, risk posture, reliability, and business outcomes.
• Align with partner teams on contracts, SLAs, and guardrails so intelligence is delivered safely and consistently across surfaces.
• Be accountable for responsible AI and data practices across your portfolio, including consent management and fairness, in partnership with Risk, Privacy, and Compliance.
• Drive execution across a highly matrixed organization and represent the Intelligence space to executive stakeholders.

Required qualifications, capabilities, and skills

• 8+ years of experience or equivalent expertise delivering products, projects, or technology applications
• Extensive knowledge of the product development life cycle, technical design, and data analytics
• Proven ability to influence the adoption of key product life cycle activities including discovery, ideation, strategic development, requirements definition, and value management
• Experience driving change within organizations and managing stakeholders across multiple functions
• Proven success delivering AI/ML-powered products to production in customer-facing environments, in close partnership with Data Science and ML Engineering across the model lifecycle.
• Demonstrated success with ML-driven personalization and/or next-best-action, including experimentation and rigorous outcome measurement.
• Strong data literacy, able to turn research and metrics into decisions and roadmaps that deliver on time, cost, and quality.
• Hands-on data fluency: able to explore and query data yourself (SQL/Python, or AI-assisted tools such as GitHub Copilot or Claude) to frame problems, sanity-check models, and move quickly. This role does not lead from a distance; familiarity with these tools is expected.
• Accountable for delivery, not just direction: a track record of owning a product through to production and prioritizing under real constraints, balancing new work against operational stability, reliability, controls/regulatory needs, and technical debt.
• Comfort with ambiguity and breadth: a track record of stepping into unfamiliar problem spaces and, in a space that is still forming, helping define it.
• Proven ability to set product vision and drive execution across a highly matrixed organization; excellent executive stakeholder management and clear, structured written and verbal communication.

Preferred qualifications, capabilities, and skills

• Recognized thought leader within a related field
• Experience leading a product team through a period of growth or ambiguity, standing up new areas, not just running established ones.
• Hands-on experience with AI/ML and LLMs in production (agentic assistants, personalization, recommendations, or representation/embedding-based systems), including model evaluation and iteration.
• Experience shipping data or platform products that support model developers or agentic assistants (context, signals, evaluation, or self-service tooling).
• BS or MS in Engineering, Data Science, or a comparable field.

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.

The Digital team is dedicated to creating innovative, industry-leading products and experiences that help customers access, share and control their financial data so they can make smart decisions with their money. Teams enable innovation while adhering to the firm’s data sharing principles of security, customer control and convenience, and privacy.