Help shape the next generation of how customers shop for banking products. Join the Becoming a Customer Digital Shopping team to lead bold, practical innovation that uses AI to make it easier for customers to discover, understand, compare, and choose the right products with confidence.
As a Vice President, Shopping Innovation & AI Strategy on the Digital Shopping team within Becoming a Customer, you will set the vision to modernize consumer deposit shopping. You will lead our agentic shopping strategy and identify broader opportunities to apply AI across the customer journey, from insight generation and content intelligence to personalization, decision support, experimentation, and experience orchestration.
Job Responsibilities
- Develop and lead the multi-year vision for shopping innovation, with agentic shopping as a core growth and customer experience priority.
- Reimagine how customers discover, evaluate, compare, and select banking products across public, authenticated, and assisted (in-branch) experiences.
- Identify and prioritize high-value uses of AI across the shopping journey, including customer insights, personalization, recommendations and decision support, content intelligence, experimentation, workflow automation, and agent-enabled experiences.
- Translate emerging technologies and changing customer behaviors into focused strategies, business cases, roadmaps, and near-term experiments.
- Define the role of AI agents in the shopping ecosystem, including where they should inform, recommend, personalize, or act-and where human judgment, customer consent, and controls must remain central.
- Champion responsible, customer-centered AI by establishing clear success measures, evidence standards, human-in-the-loop controls, and appropriate risk and compliance engagement.
- Partner across marketing, product, design, analytics, technology, legal, risk, and controls to align priorities, remove barriers, and deliver shared outcomes without direct authority.
- Build an experimentation agenda that tests customer value, commercial impact, trust, operational feasibility, and scalability before broader rollout.
- Use customer research, behavioral data, market intelligence, and competitive trends to identify unmet needs and inform strategic choices.
- Create compelling executive narratives that simplify complex ideas, frame tradeoffs, secure decisions, and sustain momentum across senior stakeholders.
- Define and report meaningful outcomes, including improvements in customer confidence, engagement, conversion, incremental account growth, and speed from insight to market.
Required Qualifications, Capabilities, and Skills
- Bachelor's degree in marketing, business, strategy, analytics, design, technology, or a related field.
- 7+ years of experience leading digital strategy, customer experience, innovation, growth, or transformation initiatives.
- Demonstrated experience turning ambiguous customer or business problems into a clear vision, strategic choices, a roadmap, and measurable outcomes.
- Genuine, hands-on AI fluency beyond basic chat or content generation, with experience applying AI to real workflows, customer experiences, or decision processes.
- Working understanding of agentic AI, including multi-step workflows, tool use, data and source grounding, autonomy boundaries, human approval points, and failure modes.
- Practical judgment about when AI is ready to scale, when it requires additional controls or testing, and when a deterministic or human-led solution is more appropriate.
- Proven ability to lead complex cross-functional initiatives and influence senior stakeholders without relying on formal authority.
- Strong customer-centered and analytical problem-solving skills, with the ability to connect qualitative insight, behavioral data, and commercial outcomes.
- Experience designing and scaling test-and-learn programs, new digital capabilities, or modernized customer journeys.
- Excellent written and verbal communication skills, including the ability to translate technical concepts for non-technical audiences and create concise, executive-level presentations.
- Comfort operating with ambiguity, making informed decisions with incomplete information, and adjusting direction as evidence changes.
ABOUT USChase 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
ABOUT THE TEAMOur 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.
We are here to help you manage your money with checking, savings and credit cards, combining the latest banking technology with comprehensive solutions to meet the financial needs of nearly half of U.S. households.
