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About JPMorgan Chase
JPMorgan Chase & Co. is a global financial services firm and one of the largest banks in the world, offering investment banking, commercial banking, asset management, and consumer financial services.
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The Executive Director, Customer Experience Core Product - Benefits Platform leads the Customer Experience Core Product team in transforming the foundational Benefits Platform. This role involves defining the long-term strategy and roadmap for core domains including Benefit Catalog, Eligibility, Enrollment, Tracking, Personalization, and Communications. You will build a modern, reusable, API-driven platform that simplifies integrations and accelerates speed to market across Card portfolios. Key responsibilities include leading a team of product managers, establishing domain ownership, and partnering with Technology, Architecture, Data & Analytics, and Risk to ensure scalability and resiliency. You must utilize skills in platform product management, API strategy, and service-oriented architecture to solve complex problems regarding benefit definitions, personalization, and data capabilities within a regulated environment to deliver measurable customer and business value.
Establish and lead the long-term strategy for a scalable Benefits Platform across all card portfolios and channels.
Transform core platform capabilities like eligibility, enrollment, and tracking into reusable products and services.
Develop an API-driven platform strategy to simplify integrations and enable consistent access to benefits capabilities.
Create clear product ownership and accountability across distinct platform domains with defined roadmaps and success measures.
Build platform capabilities that utilize customer signals to power personalized and contextually relevant benefits experiences.
Lead and develop a team of product managers to strengthen platform thinking and strategic influence.
Partner with Technology and Architecture to align on system design, data products, and technical sustainability.
Establish OKRs to measure platform adoption, reuse, speed to market, and overall business outcomes.
What we're looking for
10+ years of experience in product strategy, platform product management, digital product leadership, or related 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 with Engineering and Architecture leaders on platform modernization, system design, API strategy, 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, prioritization, roadmap management, and outcome measurement.
Experience operating within regulated or risk-based environments and partnering with Legal, Compliance, Risk, and Information Security stakeholders.
Experience leading product strategy within financial services, credit cards, banking, payments, loyalty, rewards, benefits, or fintech (preferred).
Experience with benefits, loyalty, entitlement management, catalog management, eligibility, enrollment, tracking, or partner ecosystem platforms (preferred).
Experience with APIs, service-oriented architecture, event-driven systems, microservices, enterprise data products, or shared platform capabilities (preferred).
Experience with personalization, customer decisioning, targeting, recommendations, next-best-action, or customer engagement platforms (preferred).
Track record of modernizing legacy platforms or fragmented capabilities into scalable, reusable products and services (preferred).
Experience establishing product operating models that create clear domain ownership while maintaining alignment across an integrated platform ecosystem (preferred).
Experience driving improvements in platform reuse, adoption, resiliency, data quality, operational efficiency, and speed to market (preferred).
Experience leveraging AI-enabled capabilities, automation, or advanced analytics to enhance platform products or customer experiences (preferred).
Service Design
UX Research
Experience Design
Service Blueprints
Journey Mapping
Workflow Analysis
Networking
Compute
Storage
APIs
Observability
Self-Service Portals
Accessibility
Inclusive Design
Jobs To Be Done
API
Authentication
SaaS
Single Sign-On
GDPR
Data Privacy
AI
Product Roadmap
Experimentation Frameworks
Licensing Infrastructure
eCommerce
Payments
Billing