Marketing Strategy Senior Associate, Transformation Office

Join our team and use data and stakeholder feedback to identify adoption risks, recommend practical mitigations, and track outcomes. You will also support the responsible adoption of approved AI- and analytics-enabled tools as part of process improvement and modernization efforts.

As a Marketing Strategy Senior Associate in the Change Management Office, you will support Marketing transformation initiatives by executing people-centered change management workstreams that drive adoption and sustained behavior change. Working alongside senior change practitioners and project teams, you will develop and deliver core change deliverables across the project lifecycle—stakeholder engagement, impact and readiness assessments, communications, training support, and reinforcement.

Job responsibilities

• Own and deliver defined change workstreams or components for one or more Marketing transformation initiatives (e.g., communications, training support, readiness, stakeholder engagement).
• Apply the team’s OCM methodology and standards to create high-quality change deliverables (stakeholder analysis, impact assessment, readiness plan, comms plan/content, resistance management actions, reinforcement plan).
• Partner with project/program managers and workstream leads to align change activities to project plans, release milestones, go-live readiness, and post-launch sustainment.
• Maintain stakeholder and engagement artifacts (stakeholder maps, communication calendars, sponsor/champion plans, feedback loops) and coordinate execution with impacted teams.
• Draft and manage audience-specific communications (messages, FAQs, leader talking points, intranet content, announcements), ensuring clarity, consistency, and appropriate reviews/approvals.
• Support enablement delivery by developing and maintaining job aids, guides, process playbooks, and learning resources; coordinate session logistics and track participation/completion as needed.
• Conduct impact and readiness assessments using interviews, surveys, and workshop inputs; synthesize findings into actionable recommendations and escalation items and identify adoption barriers and resistance themes; implement targeted mitigation tactics (office hours, targeted outreach, champion activation, feedback-driven improvements).
• Track and report change/adoption KPIs for assigned initiatives (e.g., readiness, engagement, training completion, early usage, sentiment) and recommend adjustments based on insights.
• Facilitate small-group sessions (working meetings, feedback sessions, office hours) to gather input, build understanding, and improve adoption.
• Contribute to continuous improvement of the Change Management Office by updating templates, documenting lessons learned, and sharing reusable practices across initiatives.
• Use approved digital and AI-enabled tools appropriately to improve efficiency (e.g., content drafting support, synthesis of feedback, reporting), following required controls and guidance.

Required qualifications, capabilities, and skills

• Bachelor’s degree or equivalent experience.
• 3 + years of relative experience
• Experience supporting change management, transformation, enablement, communications, or project management in a large, matrixed organization.
• Strong written and verbal communication skills; ability to produce clear, well-structured materials for multiple audiences.
• Demonstrated ability to execute core change management deliverables (stakeholder/impact analysis, readiness, comms, training support, reinforcement).
• Strong organization and project coordination skills; able to manage multiple deliverables and deadlines with attention to detail.
• Analytical comfort with surveys, adoption metrics, and basic reporting; ability to translate insights into practical actions.
• Working familiarity with digital collaboration tools and approved AI/analytics capabilities used in process improvement.
• Ability to build relationships and deliver results through influence (no direct authority).

Preferred qualifications, capabilities, and skills

• Prosci (or equivalent) certification, coursework, or demonstrated hands-on experience with Prosci-aligned deliverables.
• Experience supporting adoption of new tools, processes, or operating model changes (including AI/analytics use cases).
• Experience creating enablement assets (job aids, quick reference guides, FAQs) and supporting instructor-led or virtual training.
• Comfort facilitating small working sessions and translating feedback into improved materials and plans.
• Familiarity with agile delivery concepts and aligning change activities to iterative release cycles.
• Experience with process mapping / documentation (current state, future state, user journeys) in support of change efforts.

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

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.