Sonali Divilek is the Head of Digital at Chase. In service of the bank’s more than 60 million digitally active users, she leads the management and development of technology driven products and the banks’ digital customer experiences, including the Chase Mobile App and Chase Online. Under her leadership, the team has integrated new benefits across travel and dining into Chase’s digital experience and built new tools to support customers in managing their daily finances.
Sonali joined JPMorgan Chase in 2021 from Goldman Sachs, where she was the Head of Product for the firm’s consumer division including Marcus by Goldman. Leading dynamic teams across product, marketing, content, and design, she stewarded the development and scaling of their consumer business.
Formerly, Sonali was the Chief Operating Officer for Advisory Services at Prudential and has also held a myriad of executive positions at American Express. During her longstanding tenure at American Express, Sonali’s responsibilities included serving as the Head of Global Charge Products, Vice President of Premium Partnerships and Experiences, Head of North American Sales, and Vice President of Business Development.
Sonali attended the Wharton School at the University of Pennsylvania where she obtained a Bachelor of Science in Economics and a Master of Business Administration. She is on the board of Horizons Brooklyn, a nonprofit that provides academic enrichment programs for low-income students at public schools.
Sonali resides in New York with her husband and daughter.
Upcoming Talks
16 May 2024
As design teams grow, effective collaboration is crucial. This entails establishing company-wide systems and practices that keep the customer at the center, empower cross-functional teams and align leaders. A social psychologist by training and a designer by trade, Sonali uses the techniques from both worlds to drive teams toward desired outcomes, with a constant focus on customer empathy. Introducing such mindset and expertise to the Design and Customer Experience team at Chase, Sonali emphasizes the need to be very deliberate in how the company operates as a single cohesive design, product, engineering and data team.
Bringing her experience leading the Chase design culture to UXDX, Sonali will examine the concept of using design processes to help product teams work cohesively across large organizations. It would provide mechanisms that help teams anchor on the end-to-end customer experience, with strategies and tools for improving communication, transparency and efficiency, and do it well at scale. The end goal is to ensure teams are clear on what problem they’re solving and what outcome they’re driving toward.
