Bulge Bracket Investment Banks

Posted 13 days ago

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**Executive Director, Rewards CEP** - New York, NY. Define & deliver core digital rewards experiences, translating insights into measurable outcomes. Lead cross-functional teams to drive engagement and value. Requires 10+ years in product management, digital strategy, or customer experience. Shape innovative loyalty platforms, leveraging AI and emerging tech. Apply customer-centered design and data-driven decision-making. People leadership experience essential. MBA and rewards platform experience preferred.

Compensation: Not specified
City: New York City
Country: United States

Full Job Description

Location: New York, NY, United States

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

Bachelors 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

Applicants must be authorized to work for any employer in the US. We are not able to provide immigration sponsorship or take over sponsorship of an employment visa at this time. Final job grade level and corporate title will be determined at time of offer and may differ from this posting. This role does not provide relocation assistance, so all candidates must be local to the work locations listed in the job posting or willing to relocate on their own immediately upon hire.

Shape the future of customer loyalty by building intuitive digital experiences that make rewards easier to discover, understand, and use.

Full Job Description