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.
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.
• 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.
