Customer Journey Strategist, Senior Associate

Job Title

Customer Journey Strategist

Job Description

The Cobrand Product organization is dedicated to understanding and improving end-to-end customer experiences for Cobrand Card Products by turning customer pain points, market signals, and data points into meaningful opportunities for growth. We are seeking a strategist that blends analytical rigor with strategic narrative development. This role will play a critical part in uncovering actionable insights, translating them into data-driven product strategies, and working with product leaders to shape solutions that drive conversion, engagement, and retention. As a Customer Journey Strategist on the Cobrand Product Strategy 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 voice of customer teams to leverage data, insights, and AI-enabled tools to deepen customer understanding and shape strategies that drive meaningful movement on key business objectives. This includes, but is not limited to, marketing, servicing and digital experience touchpoints across Chase and engagement with our Cobrand partners.

Job Responsibilities

• Lead end-to-end customer journey mapping initiatives to deeply understand customer experiences across key touchpoints
• Own the end-to-end view of assigned customer journeys and maintain a clear "journey health" perspective, including key performance drivers and pain points
• Partner closely with research, customer feedback, and data & analytics teams to synthesize qualitative and quantitative insights
• Define and articulate target state experience and success metrics aligned to Cobrand and card business priorities
• Facilitate cross-functional workshops to map journeys, uncover pain points, and ideate on solutions
• Own opportunity sizing and impact analysis to inform prioritization, and measure post-launch effectiveness
• Translate insights into clear, actionable recommendations and business narratives that inform product 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
• Collaborate with cross-functional partners to bring strategies to life, ensuring alignment across business and partner teams
• Own end-to-end funnel health reporting view to measure CX effectiveness and deliver regular "decision-grade insight" to key stakeholders

Required Qualifications, Capabilities, and Skills

• Bachelor's degree
• 5+ years of relevant experience in business strategy, customer or product experience
• 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
• Advanced proficiency with Microsoft suite (PowerPoint, Excel, SharePoint), Figma, LLM and other collaboration tools.

Preferred Qualifications, Capabilities, and Skills

• Ability to balance strategic, big-picture thinking, with detailed analysis
• Able to work independently, build relationships across levels, and deliver projects end-to-end.
• Customer-first mindset with strong empathy and curiosity
• Proficient knowledge of the product development life cycle and working familiarity with AI/automation concepts in product innovation
• Exposure to data analytics platforms (e.g., Adobe Analytics, Tableau, etc.)

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 offer a broad array of credit cards to meet the needs of individuals and small businesses, including Chase-branded and co-branded cards in partnership with well-known companies and organizations. Merchant Services is a leading provider of payment, fraud and data security for companies, capable of authorizing transactions across global currencies.