Customer Experience Specialist Jobs in New York, NY

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 insights to identify opportunities, prioritize investments, and measure outcomes
• Experience defining long-term product vision and delivering near-term execution in complex organizations
• Experience influencing senior stakeholders and driving alignment across cross-functional teams
• Experience leading cross-functional teams to deliver outcomes through collaboration and stakeholder management
• Experience evaluating and applying emerging technologies, including artificial intelligence (AI)-enabled experiences and personalization, where appropriate
• People leadership experience, including hiring, coaching, and developing product talent
• Bachelor's degree

Preferred qualifications, capabilities and skills

• Advanced degree (for example, MBA)
• Experience in rewards, loyalty, or customer engagement platforms
• Experience defining and improving top-of-funnel digital engagement and navigation experiences
• Experience building measurable customer experience measurement frameworks (for example, engagement, satisfaction, and task completion)
• Experience delivering personalization capabilities across multiple digital channels
• Experience building multi-year roadmaps across foundational capabilities and innovation workstreams
• Experience partnering with risk and controls stakeholders in product delivery

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