As a Senior Product Associate in Personalization & Customer Insights Team, you are the day-to-day execution lead for the Customer Intelligence Hub. You will own feature delivery from discovery through production, manage the product backlog across engineering teams, run experiments to validate ranking models and summary quality, and partner closely with Data Scientists on model evaluation — including LLM-as-a-Judge quality scoring and contextual bandit optimization. You are responsible for translating strategy into sprint-level delivery that ships measurable customer value.
The Customer Intelligence Hub is the personalized content generation layer — it takes what we know about a customer and generates what gets said to them and about them. But generation is only the starting point. The platform also discovers new moments that matter by mining customer data and behavioral patterns, proactively surfaces intelligence triggered by customer events (not just on-demand requests), predicts which insights will resonate before they reach a customer, and continuously learns from engagement signals to get sharper over time. Every generation emits natural language for humans and structured companion data for machines. Your consumers include bankers in branches, digital mobile and web surfaces, and more.
- Partners with the Product Manager to identify new product opportunities that reflect the needs of our customers and the market through user research and discovery
- Considers and plans for upstream and downstream implications of new product features on the overall product experience
- Supports the collection of user research, journey mapping, and market analysis to inform the strategic product roadmap and provide insight on potential product features that provide value to customers
- Analyzes, tracks, and evaluates product metrics including work to time, cost, and quality targets across the product development life cycle
- Writes the requirements, epics, and user stories to support product development
- Own sprint backlog end-to-end (epics, stories, refinement) and manage delivery across multiple engineering teams.
- Lead ranking/selection and summary-quality testing (hypotheses, A/B design, measurement) with Data Science/ML partners.
- Run a data-led pipeline to mine behavior, identify “moments that matter,” and ship ranked candidate insights every sprint.
- Define triggers (events, account changes, thresholds) to push pre-computed insights to channels ahead of customer need.
- Evolve a reusable generation platform; drive production hardening, compliance, and operational excellence with platform engineering.
- Enable self-service discovery, partner with business/marketing, and track KPIs (cycle time, engagement lift, model performance, companion-data adoption, trigger coverage).
- 3+ years of experience or equivalent expertise in product management or a relevant domain area
- Proficient knowledge of the product development life cycle
- Experience in product life cycle activities including discovery and requirements definition
- Developing knowledge of data analytics and data literacy
- Experience shipping ML/AI-powered features to production in close partnership with Data Scientists and Engineers
- Strong backlog management skills: JIRA epics, user stories, acceptance criteria, refinement, sprint planning, and delivery tracking
- Data literacy: ability to read model metrics, interpret experiment results (A/B tests, statistical significance), and make prioritization decisions based on data
- Experience working with Data Scientists on the model lifecycle — design, evaluation, deployment, and monitoring
- Comfort with LLM-based products: prompt engineering concepts, quality evaluation methodologies, and output governance
- Clear, structured communicator with strong written and presentation skills; ability to translate technical complexity into stakeholder-ready narratives
- Proven ability to work across technical and non-technical teams — comfortable partnering with Data Scientists on model design and with marketing or product teams on use-case adoption
- Familiarity with recommendation or ranking systems (contextual bandits, LinUCB, DLRM, embeddings)
- Experience with LLM evaluation pipelines (LLM-as-a-Judge, quality rubrics, automated scoring)
- Understanding of personalization at scale, particularly in financial services
- Experience with real-time ML serving infrastructure (Ray Serve, streaming pipelines, Flink/Kafka, or equivalent)
- Experience with API-first delivery on cloud (e.g., AWS) and coordination across multi-channel experiences (mobile, web, branch, contact center)
- Demonstrated prior experience working in a highly matrixed, complex organization
- BS or MS in Engineering, Data Science, Business, or a comparable field of study
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
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