Executive Director, Customer Experience Core Product

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, a...