Executive Director, Product Engagement and Retention

Build and manage Product experiences that turn cardholders into loyal advocates.

In Chase's CoBrand & Partnerships Card organization, you'll lead Product for engagement and retention across marquee partnerships-moving the metrics that matter.

As Executive Director of the Engagement & Retention team within CoBrand & Partner Product, you will own the post-acquisition cardholder lifecycle strategy-from onboarding and activation through long-term loyalty and value.

You will lead and develop a high-performing team of Product Managers, setting clear priorities and delivering capabilities with speed and quality.

Partnering closely with key cobrand partners and cross-functional teams, you'll build integrated product experiences that deepen engagement and reduce attrition.

You'll be accountable for measurable outcomes, including activation rates, spend per card, digital engagement, and cardholder retention.

Job Responsibilities:


* Lead a team of Product Managers across engagement, retention, gamification, and cardholder lifecycle - setting strategy, managing priorities, and developing talent.


* Own the end-to-end product roadmap for cardholder engagement and retention across the cobrand portfolio, including onboarding optimization, rewards activation, digital engagement loops, and churn reduction.


* Define and execute against north star metrics - activation rates, early spend behavior, digital engagement, tenure, and NPS - with a clear data-driven framework for measurement and iteration.


* Build and operationalize a Cardholder Lifecycle Model (CLM) that enables segment-level targeting, behavioral nudges, and lifecycle state management across cobrand partners.


* Partner with cobrand partner teams (e.g., Amazon, United, Marriott) and internal teams to co-develop engagement strategies that align partner brand identity with cardholder value propositions.


* Drive gamification, personalization, and behavioral incentive strategies that motivate spending, build habit, and create emotional connection to the card product.


* Lead cross-functional delivery with Engineering, Design, Data Science, Analytics, Marketing, and Compliance - operating across agile pods and managing dependencies at scale.


* Define and govern data requirements, KPI frameworks, and reporting infrastructure (L1/L2 metrics, scorecards) that support executive visibility and portfolio decision-making.
Communicate strategy, tradeoffs, and portfolio performance to executive and partner leadership with clarity and conviction.


* Support key partner negotiations and deal renewals by identifying product opportunities, quantifying cardholder value, and translating business objectives into buildable capabilities.

Required qualifications, capabilities and skills:


* Demonstrated success owning engagement, retention, or lifecycle product domains - ideally in consumer financial services, fintech, and/or a platform business with multi-sided customer...