VP, Card Customer Experience Product Manager

Location: New York, NY, United States

Job Family: Product Management

About the Role

At JPMorgan Chase, we are at the forefront of redefining the future of financial services, and our Card organization is a key driver of this transformation. As a Vice President, Card Customer Experience Product Manager, you will play a pivotal role in leading the product development for our rapidly expanding card portfolio. Based in our New York office, you will spearhead initiatives that enhance the end-to-end customer experience, from seamless onboarding to personalized rewards and fraud protection features. Leveraging your expertise in financial products, you will collaborate with multidisciplinary teams to deliver innovative solutions that meet the evolving needs of our millions of cardholders while adhering to stringent regulatory standards in the banking industry. In this dynamic role, you will own the product strategy for customer-facing card experiences, conducting in-depth analysis of user behavior and market trends to identify opportunities for differentiation. You will work closely with engineers, designers, data scientists, and business leaders to prioritize features that drive engagement and loyalty, such as intuitive mobile app integrations and AI-powered personalization. Your ability to translate complex customer insights into actionable product requirements will be crucial in fostering a frictionless experience that positions JPMorgan Chase as a leader in consumer finance. Additionally, you will navigate the complexities of the payments ecosystem, ensuring products are secure, scalable, and compliant with evolving regulations like those from the CFPB and international data privacy laws. This position offers the chance to make a tangible impact on one of the world's largest financial institutions, where innovation meets stability. You will contribute to high-visibility projects that influence customer satisfaction scores and business growth, while benefiting from JPMorgan Chase's robust resources for professional growth. If you are passionate about blending technology with customer-centric design in the financial services space, join us to shape the next generation of card experiences.

Key Responsibilities

• Lead the development and roadmap for card customer experience products, focusing on enhancing user satisfaction and engagement
• Collaborate with design, engineering, and data teams to define product requirements and prioritize features
• Conduct market research and competitive analysis to identify opportunities for innovation in card services
• Drive end-to-end product delivery, from ideation to launch, ensuring compliance with financial regulations
• Analyze customer feedback and metrics to iterate on product features and improve experience
• Partner with risk, compliance, and marketing teams to align products with business goals and customer needs
• Mentor junior product managers and foster a culture of innovation within the Card organization
• Monitor industry trends in digital payments and customer experience to inform strategic decisions
• Manage stakeholder communications and present product updates to senior leadership

Required Qualifications

• Bachelor's degree in Business, Finance, Computer Science, or a related field
• 7+ years of experience in product management, preferably in financial services or consumer products
• Proven track record of leading cross-functional teams to deliver customer-facing products in a fast-paced environment
• Deep understanding of credit card products, payment systems, and regulatory requirements in the financial industry
• Experience with agile methodologies and product lifecycle management
• Strong analytical skills with proficiency in data-driven decision making

Preferred Qualifications

• MBA or advanced degree in a relevant field
• Experience in the payments or fintech sector, particularly with card issuing or acquiring
• Familiarity with customer experience design principles and UX/UI best practices
• Prior exposure to JPMorgan Chase's technology stack or similar enterprise environments
• Knowledge of emerging technologies like AI/ML for personalization in financial services

Required Skills

• Product roadmap development
• Agile and Scrum methodologies
• Customer journey mapping
• Data analytics and A/B testing
• Financial regulations (e.g., PCI DSS, GDPR)
• Cross-functional team leadership
• Stakeholder management
• Market research and competitive analysis
• UX/UI design principles
• SQL and data visualization tools (e.g., Tableau)
• Problem-solving and critical thinking
• Communication and presentation skills
• Innovation and adaptability
• Risk assessment in financial products
• Project management tools (e.g., Jira, Confluence)

Benefits

• Competitive base salary and performance-based annual bonus
• Comprehensive health, dental, and vision insurance plans
• 401(k) retirement savings plan with company matching contributions
• Generous paid time off, including vacation, sick days, and parental leave
• Professional development opportunities, including tuition reimbursement and leadership training
• Employee stock purchase plan and financial wellness programs
• On-site fitness centers and wellness initiatives at JPMorgan Chase offices
• Flexible work arrangements, including hybrid options in New York

JP Morgan Chase is an equal opportunity employer.