Personalization Experience & Product Strategy Lead - Vice President

The Journeys & Integration team is dedicated to creating personalized end-to-end customer journeys for Consumer Bank, that deliver customers the right message, at the right time, in the right place. We are seeking a strategic martech professional to lead the business and product strategy, audience architecture and delivery of personalized customer experiences. In this role, you will serve as the critical liaison between business stakeholders and technical engineering teams to translate business vision into automated, data-driven customer experiences. 

As the Personalization Experience Lead on the Journeys & Integration team, you will lead the “build-in” strategy and execution into personalization technology platforms, and own the strategic roadmap and execution framework for scaling personalized customer journeys across our omni-channel ecosystem. Operating at the intersection of customer experience strategy, data engineering and product management, you will act as the translator who converts high-level business goals into precise audience builds and technical deployment. Your work will directly refine how we engage customers, moving from static campaigns to dynamic, real-time interactions that drive measurable business value. 

Job responsibilities 

• Lead end-to-end personalization strategy and delivery of personalized, omni-channel Consumer Bank experiences 
• Act as primary strategic liaison and translator between marketing/product, architecture and tech execution/engineering teams
• Translate complex business and marketing strategies into clear, actionable technical requirements and audience build specifications
• Define and oversee framework for audience segmentation, data orchestration and real-time decisioning rules
• Maximize capabilities of our existing technology stack and identify future state requirements
• Establish governance models and operational workflows that streamline journey delivery and speed to market
• Collaborate with data science and analytics teams to embed modeling into delivery framework
• Monitor ecosystem performance, establishing key performance metrics that tie personalization efforts to business OKRs
• Manage and prioritize a complex backlog of personalization use cases, balancing immediate business value with long-term scalability
• Drive change management and education across marketing and product teams to champion a data-driven, customer-centric experimentation culture in this space
• Monitor emerging marketing and industry trends, track competitor strategies and performance, and translate insights into opportunities to differentiate and improve the customer experience

Required qualifications, capabilities and skills

• Ability to speak both technical language with engineers and business language with non-technical stakeholders
• Functional understanding of SQL
• Martech expertise with strong strategy experience and deep technical literacy in audience and experience building, CRM systems, and marketing automation suites like Salesforce Marketing Cloud
• Advanced stakeholder management, relationship-building and negotiation skills
• Comfortable working in a highly matrixed organization and driving alignment across teams
• Strong foundational knowledge of data structures, audience building and real-time decisioning engines
• Experience managing complex project lifecycles, Agile frameworks and bridging the gap between marketing roadmaps and technical sprint cycles
• Proven ability to design scalable, end-to-end customer journey strategies that align with overarching business growth objectives
• Strong proficiency in using data, testing methodologies and analytics tools to evaluate journey performance and drive continuous optimization
• Advanced verbal and written communication skills with the ability to simplify highly technical concepts into clear, visual process frameworks or business cases
• 8 plus years of product, digital or marketing experience

Preferred qualifications, capabilities and skills:

• Strategy and technical delivery experience, audience personalization strategies 
• Experience working directly within or leading scaled Agile framework (SAFe) or Scrum operational structures
• Able to balance strategic, big-picture thinking with technical deep dives into details 
• Is a fantastic partner who exemplifies strong collaboration 
• Constantly pushes boundaries of “what could be” to drive innovation 
• Is data driven and analytical, while also being a creative thinker 
• Is vigorous and thorough in their management of details 

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

Our Consumer & Community Banking division serves our Chase customers through a range of financial services, including personal banking, credit cards, mortgages, auto financing, investment advice, small business loans and payment processing. We're proud to lead the U.S. in credit card sales and deposit growth and have the most-used digital solutions – all while ranking first in customer satisfaction.