Customer Experience Senior Associate - Marriott Co-Brand

Job Description

As a Customer Experience Senior Associate in the Marriott Co-Brand Credit Card Team, you oversee key servicing and retention priorities that impact how cardmembers feel about our products every day. You partner closely with customer service leaders to support strong training, meet service level commitments, and resolve escalations with care and urgency. You use customer feedback and performance data to identify what is working, what is not, and what we can improve next.

Job responsibilities:

• Bring a customer-first mindset to improve end-to-end servicing experiences and satisfaction
• Partner with customer service teams to support representative readiness, training effectiveness, and consistent service quality
• Monitor and help manage service performance against contractual service level commitments
• Own and coordinate resolution for cardmember escalations, ensuring clear communication and timely follow-through
• Gather and synthesize the voice of the cardmember from survey results and comments, industry rankings, research, and complaints
• Identify trends and root causes behind dissatisfaction and recurring issues, and recommend practical solutions
• Translate insights into clear action plans that improve experiences and support retention outcomes
• Build presentations that tell a clear story with data, insights, and recommended actions
• Collaborate across internal partners and external agencies to deliver improvements on time and with high quality
• Track outcomes and share progress updates with stakeholders to drive continuous improvement

Required qualifications, capabilities, and skills:

• 3+ years of relevant work experience
• Experience supporting customer service, servicing operations, or customer experience work
• Experience analyzing and interpreting data to identify insights and trends
• Experience creating presentations that communicate a clear story and recommended actions
• Strong written and verbal communication skills
• Strong organizational skills with the ability to manage multiple priorities and deadlines
• Solutions-oriented mindset with attention to detail and a bias toward action
• Collaborative working style and comfort partnering across teams and with external partners

Preferred qualifications, capabilities, and skills:

• Bachelor’s degree
• Experience working with customer satisfaction feedback and complaint themes
• Experience supporting retention-focused servicing initiatives

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.