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Executive Director, Customer Experience Core Product
senior · Technology / Software Development
Shape the future of card account management, one of the most highly used digital experiences for cardmembers. You will lead the strategy and delivery of experiences that make it easier to monitor spend, manage accounts, access servicing, and discover benefits.
As a Executive director card account management in Customer experience core product, you set the strategic direction and oversee the core card digital experience across mobile and web channels. You own the vision, roadmap, and delivery of the card dashboard and related account management capabilities so customers can complete key tasks, find what they need, and discover relevant actions with ease. You lead and coach product managers while partnering across product, design, technology, data and analytics, marketing, servicing, and portfolio teams to deliver measurable improvements in engagement, self-service, satisfaction, and business outcomes.
Job Responsibilities:
- Define and execute the strategy for the digital account management platform so customers can monitor spend, manage accounts, and complete important tasks across app and web.
- Lead the evolution of the card dashboard, improving personalization, relevance, and actionability.
- Build and scale personalization capabilities that use customer behavior, relationship context, account activity, and eligibility signals.
- Improve navigation and findability by simplifying journeys and reducing friction for common tasks such as payments, statements, alerts, rewards, benefits, and account maintenance.
- Define a digital merchandising approach that surfaces relevant content, offers, and benefits while minimizing clutter and confusion.
- Deliver platform-based, reusable patterns and decisioning frameworks that support consistency across portfolios while enabling flexibility where needed.
- Lead discovery using research, analytics, experimentation, competitive insights, and emerging technology to identify and validate opportunities.
- Set clear objectives and key results and establish measurement plans tied to engagement, task completion, self-service adoption, satisfaction, conversion, and growth.
- Drive operational excellence by managing prioritization, dependencies, delivery risks, and business commitments.
- Build strong cross-functional partnerships across design, technology, data and analytics, operations, servicing, marketing, legal, compliance, risk, and controls.
- Lead, coach, and develop a high-performing team of product managers and foster a culture of accountability, experimentation, and customer obsession.
Required qualifications, capabilities, and skills
- Ten or more years of experience in product strategy, digital product management, platform product leadership, or customer experience transformation in complex organizations.
- Demonstrated success building and scaling customer-facing digital experiences that improve engagement, adoption, satisfaction, and business performance.
- Experience leading large digital platforms or ecosystems such as account management, servicing, commerce, or customer engagement destinations.
- Strong people leadership experience building, developing, and retaining high-performing product teams.
- Ability to translate customer needs, business objectives, operational realities, and technology capabilities into clear product strategies and roadmaps.
- Proven ability to influence senior executives and align stakeholders across multiple teams and functions.
- Deep knowledge of modern product practices, including discovery, experimentation, prioritization, roadmap management, and outcome measurement.
- Strong analytical mindset and experience using customer insights, behavioral analytics, experimentation results, and performance metrics to guide decisions.
- Experience leading teams through change and driving alignment in highly matrixed environments.
- Strong executive communication skills, including creating investment cases, strategic recommendations, and operating reviews.
- Passion for building intuitive, personalized, customer-centered experiences that simplify complex customer problems.
Preferred qualifications, capabilities, and skills
- Experience leading digital product strategy in financial services, credit cards, banking, payments, financial technology, or technology-driven organizations.
- Experience with personalization platforms, customer decisioning, recommendation systems, next best action capabilities, or digital merchandising frameworks.
- Experience owning large-scale digital destinations such as dashboards, homepages, account management platforms, or servicing ecosystems.
- Track record improving self-service adoption, engagement, satisfaction, and revenue outcomes.
- Experience using artificial intelligence-enabled tools or automation to improve customer experiences and accelerate product delivery.
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.