Customer Journey Strategist, Senior Associate

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 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.