Executive Director, Existing Customer journey and Experience

Job Description

Join a customer marketing team focused on driving engagement, growth, and customer value across a broad portfolio of products and benefits. In this role, you will help teams move from campaign-by-campaign execution to connected experiences that feel clear, relevant, and consistent.

As a Executive director customer journey experience in Customer marketing , you build the customer-centric journey planning discipline that enables integrated, omnichannel marketing experiences for existing customers. You set journey strategy, messaging standards, and channel orchestration so communications are coordinated, timely, and useful. You lead a marketing center of excellence and partner across marketing, content, digital, and other cross-functional teams to align product, benefit, and channel strategies into cohesive experiences that strengthen engagement, trust, and business impact.

Job responsibilities

• Set and align the direction for existing customer journey strategy, enabling teams to expand from campaign-based execution to holistic, omnichannel experience planning.
• Partner across brand, content, digital, channel, partnerships, talent, and sports and entertainment teams to curate clear, timely, relevant communications that drive engagement and business outcomes.
• Establish journey planning frameworks that connect email, landing pages, microsites, digital assets, and channel experiences into one integrated customer experience.
• Advance marketing calendar governance to coordinate communications, reduce message conflicts, and improve consistency.
• Define channel orchestration, channel purpose, and message arbitration to ensure customers receive the most relevant message at the right time while reducing overlap.
• Build and scale playbooks, messaging standards, reason-to-believe guidance, claims guidance, and creative frameworks by product to drive consistency, using automation where appropriate.
• Support personalization and audience-led messaging strategy so communications reflect customer needs, behaviors, and stages of engagement.
• Enable existing customer digital and microsite experiences, with a focus on structure, templates, navigation, and information architecture in partnership with key teams.
• Establish dynamic template support and digital journey standards, including strong mobile experiences and digital-first pathing.
• Partner with marketing performance, data and analytics, personalization and insights, operations, audit, and technology teams so journey planning reflects data, test learnings, and operational feasibility.
• Enable automated creative review and process improvements to strengthen creative consistency, quality, and efficiency across customer marketing experiences.

Required qualifications, capabilities, and skills

• Bachelor’s degree.
• Ten or more years of experience in customer journey strategy, omnichannel planning, or digital marketing.
• Strong expertise in omnichannel journey planning and digital and mobile experiences, including using automation to support personalized marketing.
• Experience building integrated planning frameworks and messaging standards.
• Strong understanding of customer engagement, segmentation, and channel orchestration.
• Proven ability to partner cross-functionally and align teams around customer-centric planning frameworks.
• Proven ability to build and lead high-performing teams.
• Strong communication skills, executive presence, and stakeholder management.

Preferred qualifications, capabilities, and skills

• Advanced degree in marketing, communications, or a related field.

Applicants must be authorized to work for any employer in the US. We are not able to provide immigration sponsorship or take over sponsorship of an employment visa at this time. Final job grade level and corporate title will be determined at time of offer and may differ from this posting.

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.