Customer Journey Strategy Lead - Vice President

Job Description

The Journey team is dedicated to understanding and improving end-to-end customer experiences for Consumer Bank Marketing by turning customer pain points into meaningful opportunities for growth. We are seeking a strategic marketing professional to lead customer journey strategy from awareness and conversion through onboarding and deepening. This role will play a critical part in uncovering actionable insights, and translating them into data-driven marketing strategies that drive conversion, activation and retention.

As a Customer Journey Strategy Lead on the Becoming a Customer Journey team, you will map and analyze end-to-end customer experiences to assess the current state, identify pain points, and surface opportunities to improve. You will partner with research, analytics, and customer/banker feedback teams to leverage data, insights, and AI-enabled tools to deepen customer understanding and shape strategies that improve experiences and key KPIs. You will also lead end-to-end funnel health reporting to measure conversion effectiveness as a driver of account growth, pinpoint targeted areas for improvement, and inform prioritization.

 

Job responsibilities

• Lead end-to-end customer journey mapping initiatives to deeply understand customer experiences across key touchpoints
• Apply a customer-first mindset by stepping into the customer’s perspective to identify unmet needs, friction points, and moments of opportunity
• Facilitate cross-functional workshops to map journeys, uncover pain points, and ideate on solutions
• Partner closely with research, customer feedback, and data & analytics teams to synthesize qualitative and quantitative insights
• Translate insights into clear, actionable recommendations that inform marketing strategies and prioritization
• Monitor emerging marketing and industry trends, track competitor strategies and performance, and translate insights into opportunities to differentiate and improve the customer experience
• Identify CX/EX friction and opportunities in partnership with feedback and social listening teams
• Own and manage research prioritization and execution, ensuring alignment to key business priorities
• Develop data-led strategies informed by customer insights and journey analysis
• Collaborate with cross-functional partners to bring strategies to life, ensuring alignment across teams
• Own end-to-end funnel health reporting view to measure conversion effectiveness

 

Required qualifications, capabilities and skills

• Ability to synthesize complex data into clear, compelling narratives and actionable recommendations
• Strong analytical, problem-solving, and strategic planning skills
• Proven ability to take initiative, influence stakeholders, and deliver results
• Strong facilitation skills; experience leading cross-functional workshops and/or projects
• Comfortable working in a highly matrixed organization and driving alignment across teams
• Ability to manage multiple initiatives simultaneously under tight deadlines
• Comfortable operating in an environment with shifting priorities and ambiguity
• Customer-first mindset with strong empathy and curiosity
• Excellent written and verbal communication and presentation skills
• Builds strong partnerships and is recognized as a collaborative team player
• 10+ years of marketing, digital or product experience

 

Preferred qualifications, capabilities and skills

• Experience with lifecycle marketing or activation strategies 
• Is a fantastic partner who exemplifies strong collaboration 
• Is highly curious and never settles for good enough 
• Is data driven and analytical, while also being a creative thinker 
• Is vigorous and thorough in their management of details 
• Constantly pushes boundaries of “what could be” to drive innovation 
• Able to balance strategic, big-picture thinking with deep dives into details when needed

About Us

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

About the Team

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.

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.