Digital Experiences Product Lead - Executive Director

Product Lead - Information Architecture & Digital Experiences – Chase (UK, DE)

Description for internal/external candidates

People want great value combined with an excellent experience from a bank they can trust – so we launched our digital bank, Chase, to revolutionise mobile banking with seamless journeys customers love. Already trusted by millions in the US, we’re now growing rapidly in markets around the globe, including the UK and Germany. We’re building the bank of the future from scratch – channelling a start-up mentality every step of the way, so you'll have the opportunity to make a real impact.

Our Digital Experiences team sits at the heart of this venture, turning smart ideas into intuitive, high-quality customer experiences. We're looking for people with a curious mindset who thrive in collaborative squads and are passionate about modern technology. Our teams are solution-oriented, commercially savvy, and have a head for fintech.

While professional skills matter, culture is just as important. We believe diversity of thought, experiences and backgrounds makes good teams great. By bringing different points of view together, we build products that better reflect the communities we serve – creating scope for you to make a real difference.

We’re looking for an exceptional, hands‑on product leader to define and scale the information architecture that underpins our mobile and web platforms – powering digital customer experiences across the International Consumer Bank.

This isn’t simply about navigation or taxonomy. It’s about creating the structural foundation – and the key decision‑making mechanisms – that enable millions of customers to effortlessly discovery, understand, and complete what matters most, from everyday banking to life’s biggest financial decisions.

You’ll own the digital experience architecture and roadmap that connects products, content, customer journeys, and technology into one coherent ecosystem. Working across Product, Design, Engineering, Content, Data, and Research – you’ll set the vision, operating model, and governance that makes every customer interaction simpler, smarter, and more intuitive. While enabling the bank to scale effectively across products, markets, and channels.

This is a senior “player‑coach” role: highly strategic and influential, but also deeply involved in day‑to‑day delivery – shaping priorities, getting into the details, unblocking teams, and ensuring measurable outcomes across a broad portfolio of high‑profile initiatives and product launches. You’ll be accountable for high‑quality delivery across the product development lifecycle, with clear plans, robust execution, and strong stakeholder visibility.

• Define and lead the enterprise information architecture (IA) strategy across mobile and web
• Own discoverability, navigation, and end‑to‑end experience coherence across digital channels
• Create and evolve information models, navigation systems, taxonomies, content architecture, metadata models, and governance
• Establish IA and design principles, standards, and decision frameworks – including review processes and measurable quality metrics
• Own the app‑wide feature release roadmap, proactively managing cross‑team dependencies and influencing alignment across the organisation without direct authority
• Simplify complex journeys into intuitive, resilient, best‑in‑class digital experiences – across home and sub‑menus, product interactions, onboarding and authentication, customer profiles, and digital support
• Drive consistency across experiences while enabling product teams to ship quickly, safely, and with high quality
• Coordinate, balance, and arbitrate priorities across a range of product, brand, and country stakeholders to ensure effective representation and usability across digital ecosystems
• Champion the customer by translating voice of the customer feedback, research, and analytics, into clear problem statements, success metrics, and product requirements
• Improve search relevance and overall content/service discoverability
• Enable responsible use of AI to support future personalisation and smarter discovery
• Design strategies for…