You enjoy shaping the future of product innovation as a core leader, driving value for customers, guiding successful launches, and exceeding expectations. Join our dynamic team and make a meaningful impact by delivering high-quality products that resonate with clients. You will drive the strategy and execution of ML‑powered personalization and next‑best‑action capabilities for marketing and servicing across mobile, web, contact center, branch, and marketing channels. You will translate research and analytics into clear roadmaps, partner with Engineers and Data Scientists to design and iterate Product Features, run experiments to validate impact, and deliver measurable outcomes while upholding privacy, consent, and fairness standards.
As a Product Director in Personalization & Customer Insights Team, you are an integral part of the team that innovates new product offerings and leads the end-to-end product life cycle. We are hiring a leader to manage and evolve the Suppressions and Eligibility team. As a core leader, you are responsible for acting as the voice of the customer and developing profitable products that provide customer value. Utilizing your deep understanding of how to get a product off the ground, you guide the successful launch of products, gather crucial feedback, and ensure top-tier client experiences. With a strong commitment to scalability, resiliency, and stability, you collaborate closely with cross-functional teams to deliver high-quality products that exceed customer expectations. You will lead the data products and integrations that feed the operating memory for our agentic channel.
Your team curates secure, consented customer context and personalized signals that help the assistant understand intent and maintain continuity - delivered to the Channel/Interface team and to domain agents that take action on customers’ behalf. Lead the data products that power the operating memory for our new Chase agentic channel - curating secure, consented customer context and personalized signals - while partnering with the Channel/Interface team and domain agents. Also drive ML‑powered personalization and next‑best‑action optimization across channels for marketing and servicing.
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
•
• Lead the development of ML‑powered personalization and next‑best‑action capabilities for marketing and servicing; frame hypotheses, prioritize use cases, and measure impact through experimentation.
•
• Translate user research and analytics into epics, user stories, and acceptance criteria; manage the product backlog and delivery across discovery, launch, and continuous improvement.
•
• Collaborate closely with Data Scientists and Engineers across the product lifecycle (design, training, evaluation, deployment, monitoring) for personalization solutions.
•
• Champion an API‑ and event‑driven architecture on cloud infrastructure to ensure scalable, reliable delivery of context and signals across channels. Establish and track product KPIs for engagement, quality, and business outcomes; ensure delivery against time, cost, and quality targets.
•
• Uphold responsible data practices in partnership with risk, privacy, and compliance teams, including consent management, and fairness. Provide people leadership: mentor product managers, foster a culture of experimentation and measurable outcomes, and influence cross‑functional partners
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 product management leadership delivering AI‑powered products to production in customer‑facing environments, in close partnership with Data Scientists and ML Engineers across the model lifecycle.
• Experience defining and shipping data products that support agentic assistants (e.g., operating memory, context, or signals) and integrating them with partner teams that own the channel experience.
• Demonstrated success with ML‑driven personalization and next‑best‑action for marketing and/or servicing, including experimentation (e.g., A/B testing) and outcome measurement.
• Proficient knowledge of the product development life cycle, including discovery, requirements definition, and backlog management (epics, user stories, refinement, PBR, JIRA).
• Strong data literacy and the ability to turn user research, journey insights, and product metrics into decisions and roadmaps that deliver on time, cost, and quality.
• Excellent people leadership and stakeholder management: mentoring product managers and influencing partners across Product, Design, Engineering, Marketing/Servicing, and business teams.
• Experience with API‑first delivery on cloud (e.g., AWS) and coordination across multi‑channel experiences (mobile, web, contact center, branch, marketing). Clear, structured communicator with strong written and presentation skills
Preferred qualifications, capabilities, and skills
•
• Recognized thought leader within a related field
•
• Demonstrated prior experience working in a highly matrixed, complex organization
•
• Hands‑on experience with Personalization and Recommendation systems in production
•
• Experience with conversational/agentic systems, operating‑memory or context architectures, and recommendation systems for marketing/servicing.
•
• Degree in Engineering, Data Science, Business, or a comparable field of study.
•
• Knowledge of current digital banking trends and customer experience patterns, and familiarity with privacy, consent, and fairness considerations in AI.
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.
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