Customer Journey Strategy Lead - Vice President

Job Responsibilities

• Lead end-to-end customer journey mapping initiatives to deeply understand customer experiences across key touchpoints
• Apply a customer-first mindset by stepping into the customer's perspective to identify unmet needs, friction points, and moments of opportunity
• Facilitate cross-functional workshops to map journeys, uncover pain points, and ideate on solutions
• Partner closely with research, customer feedback, and data & analytics teams to synthesize qualitative and quantitative insights
• Translate insights into clear, actionable recommendations that inform marketing 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
• Identify CX/EX friction and opportunities in partnership with feedback and social listening teams
• Own and manage research prioritization and execution, ensuring alignment to key business priorities
• Develop data-led strategies informed by customer insights and journey analysis
• Collaborate with cross-functional partners to bring strategies to life, ensuring alignment across teams
• Own end-to-end funnel health reporting view to measure conversion effectiveness

Required Qualifications, Capabilities And Skills

• 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
• Ability to manage multiple initiatives simultaneously under tight deadlines
• Comfortable operating in an environment with shifting priorities and ambiguity
• Customer-first mindset with strong empathy and curiosity
• Excellent written and verbal communication and presentation skills
• Builds strong partnerships and is recognized as a collaborative team player
• 10+ years of marketing, digital or product experience

Preferred Qualifications, Capabilities And Skills

• Experience with lifecycle marketing or activation strategies
• Is a fantastic partner who exemplifies strong collaboration
• Highly curious and never settles for good enough
• Data driven and analytical, while also being a creative thinker
• Vigorous and thorough in their management of details
• Constantly pushes boundaries of “what could be” to drive innovation

About The Team

The 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 are here to help you manage your money with checking, savings and credit cards, combining the latest banking technology with comprehensive solutions to meet the financial needs of nearly half of U.S. households.