Executive Director, Rewards Customer Experience Product Manager

Help shape the future of customer loyalty by building intuitive digital experiences that make rewards easier to discover, understand, and use behind one of the most innovative rewards programs in the industry .

In this role, you will set the product vision and roadmap for the core rewards experience and lead cross-functional delivery at scale.

You will translate customer insights into measurable outcomes, simplify journeys, and drive engagement.

Job summary

As an Executive Director, Rewards customer experience product manager in the Rewards Product team, you will define and deliver the core digital experiences that help customers discover, navigate, understand, manage, and maximize the value of their rewards relationship.

You will partner across product, design, technology, analytics, marketing, operations, and strategy to create connected experiences that improve engagement and outcomes.

Job responsibilities


* Define and execute the product vision, strategy, and roadmap for the rewards customer experience, including discovery, navigation, education and tracking.


* Evolve the primary rewards entry experience so customers can easily explore the full breadth of Rewards.


* Identify customer pain points and unmet needs using research, analytics, behavioral insights, and competitive intelligence, and translate findings into prioritized investments


* Establish objectives and key results (OKRs) and performance metrics to measure engagement, discoverability, satisfaction, task completion, and business outcomes


* Partner with design and technology leaders to deliver intuitive, personalized, mobile-first experiences aligned to customer expectations and industry best practices


* Drive innovation initiatives that leverage emerging technologies and next-generation loyalty experiences


* Lead cross-functional delivery across product, design, technology, analytics, operations, finance, risk, controls, and marketing to deliver customer and business value


* Develop and maintain a multi-year roadmap that balances foundational capabilities, experience modernization, experimentation, and innovation


* Communicate product vision, strategy, progress, and outcomes to senior leadership and stakeholders


* Recruit, mentor, and develop a diverse, high-performing team of product managers focused on customer experience and product delivery excellence

Required qualifications, capabilities and skills


* 10+ years of experience in product management, digital strategy, or customer experience leadership


* Experience defining and scaling customer-facing digital products across web and mobile channels


* Experience leading teams delivering customer engagement, navigation, personalization, self-service experiences, or end-to-end digital journeys


* Experience applying customer-centered design practices, journey mapping, experimentation, and product discovery methods


* Experience using data and customer insi...